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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 is essential in providing technical knowledge and customer-centric assistance throughout various stages. This role serves as a liaison between customers, dealers, and internal teams by offering precise quotes, resolving service and warranty matters, and developing solutions for service orders. The ideal candidate will blend mechanical design expertise with exceptional communication, organizational, and problem-solving skills to ensure a seamless customer journey from initial inquiry to post-purchase support.

Job Duties & Responsibilities of the Customer Support Engineer:

• Serve as a technical resource for customers and dealers, offering prompt responses and solutions.
• Assist in warranty procedures by conducting technical assessments, collecting field data, coordinating internally, and maintaining communication with customers.
• Tackle mechanical and hydraulic issues through engineering principles and feedback from the field.
• Maintain accurate documentation of customer interactions, service problems, and resolutions within the CRM system.
• Create precise product and service quotes with pricing, options, and technical details.
• Support the sales team with technical insights to ensure product specifications align with customer needs.
• Collaborate with design and production teams to confirm feasibility, costs, and lead times.
• Enter product and service orders into the ERP system, focusing on accuracy and data integrity.
• Design and model custom or replacement parts for service orders using CAD software.
• Develop and release service drawings, component specifics, and modification packages for production or field use.
• Work with design engineering to communicate recurring service trends, field concerns, and opportunities for improvement.
• Participate in root cause analysis and corrective actions to enhance product performance and reliability.
• Support process enhancements within warranty, quoting, and service workflows.
• Provide input for technical bulletins, product documentation, and customer training materials. Engage in cross-functional meetings to ensure alignment across engineering, sales, and production departments.
• Assist with customer events, trade shows, or field demonstrations when necessary.

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.
• Thorough understanding of mechanical systems, hydraulics, and materials.
• Proficiency in CAD/design software and basic drafting/modification work.
• Excellent written, verbal, and interpersonal communication skills.
• Proficient in Microsoft Office Suite and ERP/order management tools.
• Strong analytical skills to interpret technical data and provide actionable solutions.
• Highly organized, self-motivated, with a focus on continuous improvement and customer satisfaction.