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Overview
Disclaimer: This is not an IT role
Pay Range for the Market: $28-33/hr
Travel: 40%
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
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