Product & Fleet Support Specialist

Conveniently located in Mount Pleasant, Racine Railroad Products is a Wisconsin family-owned business, proud to provide innovative equipment and tools to the most prominent rail customers in the world. Our Maintenance-of-Way equipment is designed to ensure our customers receive the benefit of improved safety, performance, and reliability.

The Product Support & Fleet Connectivity Specialist is a hybrid technical support and customer operations role responsible for supporting customers, field technicians, and connected equipment throughout the product lifecycle. This position combines traditional product support responsibilities - including troubleshooting assistance, parts identification, warranty coordination, service documentation, and customer communication, customer service coordination, and service operations support - with the growing need for remote equipment monitoring, telematics support, and connected fleet management.

This role serves as a centralized office-based resource that helps customers maximize uptime while supporting RRP's long-term strategy around connected equipment and remote diagnostics. The position will play a key role in helping RRP transition from reactive service support toward proactive fleet visibility and remote product management., * Serve as the primary office-based technical support resource for customers and field service personnel.

• Support troubleshooting of mechanical, electrical, hydraulic, and control system issues.
• Assist customers and technicians with diagnostics, repair recommendations, and issue resolution.
• Provide parts identification and lookup support using engineering drawings, bills of material, service manuals, and ERP systems.
• Coordinate warranty claim processing, documentation, and communication with internal teams and customers.
• Document technical findings, corrective actions, warranty details, and service recommendations within service management systems.
• Support field technicians during commissioning, startup, and urgent service situations.
• Coordinate escalation of complex technical issues to Engineering, Product Support, or Service Leadership.
• Assist with root cause investigations and recurring issue tracking.

20%

Remote Support, Telematics & Fleet Connectivity:

• Monitor and manage the connectivity status of customer equipment fleets.
• Serve as a primary support resource for remote diagnostics, telematics systems, and connected equipment troubleshooting.
• Assist customers and field technicians with remote machine access, software updates, controller updates, and communication troubleshooting.
• Monitor machine health, fault alerts, utilization data, and connectivity performance through telematics platforms.
• Coordinate remote troubleshooting sessions with customers, field technicians, engineering, and product support teams.
• Identify recurring operational issues using fleet data and communicate recommendations for corrective actions or product improvements.
• Maintain accurate records of machine connectivity, software revisions, controller configurations, and remote access permissions.
• Assist in developing remote support procedures, fleet dashboards, reporting tools, and proactive support workflows.
• Support the ongoing development of RRP's connected equipment and remote support strategy.

15%

Service Coordination & Technical Documentation:

• Create and maintain service documentation including troubleshooting guides, service bulletins, update procedures, and knowledge base articles.
• Support development of remote support procedures and standardized troubleshooting workflows.
• Maintain accurate service records, software revision histories, machine configurations, and customer support logs.
• Assist with parts identification, technical documentation requests, and service quoting support.
• Coordinate technical communication between field service, engineering, production, and customers.

15%

Customer Support & Customer Service Coordination:

• Support customers with operational questions, equipment functionality, and best-practice recommendations.
• Assist with onboarding and training customers on connected equipment capabilities and telematics platforms.
• Provide guidance to customers regarding remote connectivity requirements, update procedures, and system usage.
• Maintain professional communication and customer-focused responsiveness during urgent service situations.

10%

Continuous Improvement & Product Feedback:

• Identify recurring product reliability or usability concerns and communicate recommendations to engineering and manufacturing teams.
• Participate in development and testing of new connected product features and remote support capabilities.
• Assist in refining service processes, escalation procedures, and support workflows.
• Support continuous improvement initiatives related to uptime, customer response time, and service efficiency.
• Assist with identifying opportunities to improve customer experience, communication responsiveness, and remote support effectiveness.

Do you have experience in Customer communication?, Do you have a Associate's degree?, The ideal candidate combines strong mechanical and technical troubleshooting ability with excellent communication skills, customer support instincts, and comfort working with telematics platforms, remote support tools, and evolving connected technologies., * Strong mechanical troubleshooting aptitude with working knowledge of hydraulic, electrical, and control systems.

• Ability to read and interpret schematics, wiring diagrams, technical manuals, and engineering drawings.
• Comfortable using remote diagnostic software, telematics platforms, and service management systems.
• Strong communication skills with the ability to support customers and technicians in high-pressure situations.
• Highly organized with strong documentation and follow-through capabilities.
• Ability to prioritize multiple technical issues simultaneously.
• Customer-focused mindset with proactive problem-solving ability.
• Proficiency with Microsoft Office and standard business software., * Experience supporting industrial, railroad, construction, agricultural, or heavy equipment.
• Familiarity with PLCs, CANbus systems, remote I/O, sensors, and machine controls.
• Experience with telematics platforms, IoT-connected equipment, or remote monitoring systems.
• Familiarity with Syspro or similar ERP/service management systems.
• Prior field service or technical support experience.
• Experience supporting software or firmware updates in industrial equipment.
• Understanding of networking, cellular communications, VPNs, or remote connectivity systems.
• Associate degree or technical certification in Industrial Maintenance, Electro-Mechanical Technology, Diesel Technology, Information Technology, or related field.

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, * Insurance coverage including medical, dental, vision, life insurance, as well as a health savings account (HSA)
• Culture committed to work life balance with hybrid schedules and generous PTO
• Company-wide bonus program
• Assistance with continuing education

Monday through Friday 6:00 am to 2:30 pm