Technical Services Specialist Sr

About McNeilus, an Oshkosh Company

McNeilus Truck and Manufacturing Inc. is committed to serving everyday heroes and is an industry leading designer and manufacturer of refuse truck bodies. McNeilus produces a complete line of high-performance rear load, front load, and automated side load refuse bodies to augment any refuse collection fleet. Our team members are critical in our mission of supporting waste warriors and keeping communities safe and clean.

The experienced and highly skilled Technical Service Specialist will deliver industry leading technical support to the McNeilus Dealer Network and Large Fleet Customer service teams. The ideal candidate will possess exceptional technical troubleshooting abilities, strong communication skills, and a passion for providing top-tier support to our customers. This role involves diagnosing and resolving technical issues, providing detailed product support, managing knowledge bases, and collaborating with cross-functional teams to ensure customer satisfaction and product efficiency.

YOUR IMPACT

These duties are not meant to be all-inclusive, and other duties may be assigned:

• Provide technical assistance and support for incoming queries and issues related to equipment.
• Diagnose and troubleshoot complex equipment problems, ensuring timely and effective resolution.
• Document all customer interactions and technical issues in the customer relationship management (CRM) system.
• Support all McNeilus products
• Provide assistance as a team mentor, one on one or through group activities. Assist with customer calls, when necessary, through conferences, chats, emails or other communication tools.
• Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic and software issues on equipment.
• Utilize technical documentation and resources to provide accurate solutions and guidance.
• Escalate unresolved issues to internal teams and/or management for guidance.
• Follow up with customers to ensure issues are fully resolved to the customers’ satisfaction.
• Support internal team members with troubleshooting tips in the chat group environment.
• Share product content, documents or other troubleshooting content with the team.
• Utilize current knowledge articles for resolving customer issues.
• Communicate knowledge article usage to the customer base.
• Communicate with the knowledge writer team if inaccuracies are found.
• Develop new article content, formatted for transition into the knowledge article template.
• Stay current with product development, industry trends, and best practices for product support.
• Participate in ongoing training to maintain high levels of product knowledge and support skills.
• Provide material in team meetings to assist others with product knowledge and current issues with resolution guidance.
• Develop and present training material for new products or product enhancements.
• Work closely with customer support to communicate customer feedback and technical issues.
• Provide input on product improvements based on customer feedback and trends.
• Lead team meetings to further develop skills and product knowledge within the team.
• Develop and maintain team meeting documents, share with the team in an easily accessible format and location.
• Respond promptly and professionally to customer inquiries via phone, email, and chat.

MINIMUM QUALIFICATIONS

• High School Diploma or GED and five (5) or more years of relevant experience or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

STANDOUT QUALIFICATIONS

• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong interpersonal and communication skills.
• Ability to explain complex technical information clearly and concisely.
• Strong organizational skills and attention to detail.
• Customer-focused with a commitment to providing exceptional service.
• Ability to work independently and as part of a team.
• Ability to travel domestically as needed.
• Commitment to continuous learning and professional development.
• Base knowledge of mechanical, hydraulic, and electrical systems used in heavy mobile equipment industries
• Proficiency in using CRM software and technical support tools.
•  Proficiency in data analysis and knowledge management systems.
• Bachelor’s degree in Engineering, Specialized Technology, or a related t