Sr. Technical Support Specialist - HD Automotive Equipment

Overview

Disclaimer: This is not an IT role

Pay Range for the Market: $28-33/hr

Provide technical support for the most complex Snap-on products to internal and external customers, including troubleshooting, documentation, and training for the assigned product line. Will take the lead as new products are developed and rolled out.

Responsibilities

• Provide technical support, maintenance, troubleshooting, and repair services for heavy-duty equipment, including mechanical, electrical, and hydraulic systems, to ensure safe and reliable operation.  

• This role requires regular travel to job sites and may involve overnight stays and extended work hours depending on operational needs, customer schedules, and project locations. 

• Analyze product performance to identify problems, make recommendations to improve and enhance products, and work with internal and external sources to resolve problems.  

• Support new product implementation by collaborating with Engineering and field teams during product development and updates to provide recommendations and resolve issues.  

• Document incoming calls.  Develop and maintain information databases, as required.  

• Work with the Training & Documentation group to write technical documentation on products to include service bulletins, installation instructions, and service manuals.  

• Work with the Training & Documentation group to develop, coordinate, and conduct training programs for field personnel.  

• Act as a resource for others, as needed.  

• Keep abreast of industry standards and emerging technology.  

• Other duties as assigned. 

Qualifications

• 5+ years of field service or technical support experience working with heavy-duty equipment.  

• Ability to travel 40% of the time, (occasionally to Canada).  

• Frequently work off-shift hours to support manufacturers’ schedules while traveling.  

• Demonstrated knowledge of a broad range of products across multiple product lines.  

• Ability to read electrical schematics and pneumatic diagrams.   

• Ability to troubleshoot a variety of PC problems.  

• Excellent communication skills – both verbal and written, including technical writing skills.  

• Presentation skills with prior training experience, preferred  

• Demonstrated organizational skills, leadership ability, and project coordination.  

• Demonstrated ability to work cross-functionally. 

COMPETENCIES 

• Safety 

• Customer focus 

• Communication 

• Consistency 

• Attention to detail 

CHARACTERISTICS 

• Demonstrate Integrity 

• Tell the Truth 

• Respect the Individual 

• Promote Teamwork 

• Listen