Technical Support Specialist-Key Accounts

As part of the Americas team, SANY is seeking an experienced Technical Support Specialist-Key Accounts to provide exceptional technical support to SANY National Account customers throughout the United States and Canada. This role serves as a primary technical resource, delivering timely and effective support through phone, email, case management systems, and occasional on-site customer visits., * Provide technical support for SANY heavy construction equipment to National Account customers across the United States and Canada.

• Respond to customer inquiries through phone, email, case management systems, and on-site support as required.
• Diagnose and resolve complex mechanical, electrical, hydraulic, and engine-related equipment issues.
• Deliver professional, timely, and effective solutions while maintaining a high level of customer satisfaction.
• Escalate and coordinate technical issues when necessary to ensure prompt resolution.
• Accurately document customer interactions, troubleshooting activities, and resolutions within the case management system.
• Manage multiple support requests simultaneously while meeting established response and resolution timelines.
• Collaborate with internal departments, dealers, and engineering teams to resolve technical concerns and improve product performance.
• Identify recurring issues and contribute to continuous process improvement initiatives.
• Maintain current knowledge of SANY products, systems, and emerging technologies.

The ideal candidate possesses strong diagnostic and problem-solving skills, a customer-first mindset, and a solid technical background in heavy construction equipment. This position requires the ability to manage multiple priorities in a fast-paced, high-growth environment while maintaining professionalism, urgency, and a commitment to customer satisfaction., * Minimum of three (3) years of experience in a technical role involving mechanical, electrical, and hydraulic systems.

• Excellent customer service skills with professional phone etiquette and outstanding verbal and written English communication skills.
• Demonstrated history of providing exceptional customer support., * Proven experience providing technical support in a customer-focused environment.
• Strong ability to understand customer needs and deliver effective solutions in a timely manner.
• Knowledge of heavy construction equipment with the ability and willingness to quickly learn new products and technologies.
• Excellent troubleshooting and diagnostic skills involving engine, electrical, hydraulic, and mechanical systems.
• Strong verbal and written communication skills with the ability to build positive customer relationships.
• Ability to effectively prioritize and manage multiple responsibilities in a fast-paced environment.
• Process improvement mindset with a focus on efficiency and continuous improvement.
• Adaptability, initiative, and the ability to thrive within a rapidly growing organization.

TECHNICAL KNOWLEDGE

Working knowledge of:

• Diesel engine systems
• Mechanical systems
• 12V and 24V electrical systems
• Hydraulic systems
• Microsoft Excel, Word, PowerPoint, and other Microsoft Office applications

REQUIRED ABILITIES

• Accurately identify equipment parts, systems, and components.
• Read and interpret parts manuals, service manuals, operation manuals, electrical schematics, and hydraulic diagrams.
• Communicate technical information clearly to customers, dealers, and internal stakeholders.
• Deliver professional presentations and work effectively within cross-functional teams.
• Build trust and credibility through technical expertise and responsive customer service.
• Demonstrate sound judgment, creativity, and initiative when solving complex or non-routine technical issues.
• Apply a structured Root Cause/Countermeasure methodology to troubleshooting and problem resolution.
• Maintain a high level of energy, urgency, resilience, and accountability while supporting customer retention and satisfaction., * Associate’s degree or higher in a technical discipline, or an equivalent combination of education and relevant experience.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, Compensation will be competitive and commensurate with experience. It will include a base salary and an annual performance bonus.
• Medical, dental, and vision
• Paid Time Off
• 401(k) savings plans
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSAs)
• Company paid STD and LTD benefits
• Life Insurance
• Employee Assistance Program (EAP)

With deep investment and backing from SANY Group, the Americas business continues to grow rapidly, and this role is critical to delivering competitive, customer-focused products that support long-term market expansion.

With current revenues over $500 million, SANY America continues to make strong progress and significant investments in the Americas market; the organization is now pursuing an aggressive growth strategy and is looking to move quickly beyond this initial platform and increase market share.