Technical Support Specialist Associate

About JLG, An Oshkosh Company
JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.
The experienced and highly skilled Technical Service/Support Specialist will deliver cutting-edge equipment solutions that drive efficiency and productivity for our clients worldwide. 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 one model family within the AWP, TMH, or Scissor model families
• Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic, pneumatic 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.
• Utilize current knowledge articles for resolving customer issues.
• Communicate knowledge article usage to the customer base.
• Communicate with the knowledge writer and/or technical team if inaccuracies are found.
• Communicate with the knowledge writer team for opportunities pertaining to new material not currently documented.
• 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.
• Work closely with customer support to communicate customer feedback and technical issues.
• Provide input on product improvements based on customer feedback and trends.
• Respond promptly and professionally to customer inquiries via phone, email, and chat.

Minimum Qualifications

• High School Diploma or GED and one (1) 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.
• Proficiency in using CRM software and technical support tools.
• Ability to explain complex technical information clearly and concisely.
• Strong organizational skills and attention to detail.
• Proficiency in data analysis and knowledge management systems.

WORKING CONDITIONS
The following represents general working conditions for this role. Specific conditions may vary depending on business needs and individual circumstances.

• This role combines office-based administrative duties with physical activity in field or production environments.
• In the office setting, tasks may require extended computer use, sitting, and attending meetings.
• Field or floor work may involve walking across various terrains or shop floors, standing, moderate lifting (up to 50 pounds), climbing stairs, and exposure to varying temperatures or noise levels.
• Must be able to shift focus between detailed cognitive work and occasional physical tasks as needed.
• Reasonable accommodations will be provided for qualified individuals with disabilities to support performance across both office and field responsibilities.