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Job Title: Customer Support Engineer

Location: Waterloo, Iowa

Salary: $70-75K plus bonus

Job Summary of the Customer Support Engineer: The Customer Support Engineer plays a crucial role in delivering technical expertise and customer-focused support throughout the complete lifecycle. This position acts as a liaison between customers, dealers, and internal departments—providing precise quotes, resolving service and warranty issues, and devising parts and solutions for service orders. The ideal candidate should blend mechanical design expertise with strong communication, organization, and problem-solving abilities to ensure a seamless customer journey from quote to post-sale support.

Job Duties & Responsibilities of the Customer Support Engineer:

• Serve as a technical resource for customers and dealers, offering prompt responses and solutions to inquiries.
• Support warranty activities by aiding with technical evaluations, collecting field information, coordinating with internal teams, and ensuring prompt communication and follow-up with customers.
• Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.
• Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
• Generate precise product and service quotes, encompassing pricing, options, and technical configurations.

and so on...

Education & Experience Requirements of Customer Support Engineer:

• Bachelor’s Degree in Mechanical Engineering or a related technical field (required).
• 3+ years of experience in a customer-facing engineering, field service, or technical support role—preferably in heavy equipment, industrial manufacturing industries, or trailer manufacturing.
• Strong understanding of mechanical systems, hydraulics, and materials.
• Experience with CAD/design software and basic drafting/modification work.
• Excellent written, verbal, and interpersonal communication skills.