Product Support Engineer 1

We are seeking a Telematics Product Support Specialist to support digital products, connected equipment applications, and telematics technologies. This individual will serve as a product resource and subject matter expert, helping customers, dealers, Tier 1 support teams, and internal technical teams troubleshoot issues and reach timely resolutions., * Serve as a subject matter expert for telematics, digital products, and connected equipment applications.

• Troubleshoot and triage technical issues reported by customers, dealers, and internal support teams.
• Provide technical assistance and escalation support to Tier 1 customer service representatives.
• Manage customer and dealer cases from initial issue identification through resolution and follow-up.
• Perform basic testing, troubleshooting, statistical analysis, and investigation of application or product failures.
• Prioritize support requests according to established service-level agreements.
• Document technical issues, troubleshooting efforts, resolutions, and customer commitments.
• Identify recurring issues and communicate findings to appropriate product and technical teams.
• Manage escalation paths and hand-offs in support of daily operations.
• Create and maintain knowledge articles and self-service support documentation.
• Identify opportunities to improve the customer experience, reduce recurring issues, and expand customer self-service capabilities.
• Support training for customer service representatives on digital products and applications.
• Assist with the development and maintenance of business rules.
• Create and validate process maps.
• Provide feedback and insight to digital product and application support teams.
• Participate in continuous improvement initiatives.
• Occasionally visit dealer or customer locations to provide technical assistance with urgent field issues.

Technical Support, Product Engineering, Technical Support, Product Engineering, Time Management, Product Support, Identify Issues, Customer Support/Service, Heavy Equipment/Vehicles, Problem Solving Skills, * 0-2 years of experience in technical support, product support, customer support, telematics, connected equipment, or a related area.

• Strong troubleshooting, analytical, and problem-solving abilities.
• Ability to investigate technical issues and communicate solutions clearly.
• Strong customer service and follow-up skills.
• Ability to work effectively with customers, dealers, Tier 1 support teams, and technical stakeholders.
• Strong written communication and documentation skills.
• Ability to manage multiple cases while prioritizing requests based on urgency and service requirements.
• Comfortable learning and supporting digital products and technical applications.

Preferred Experience

Experience with any of the following would be especially valuable:

• Telematics
• Product Link
• VisionLink
• Equipment Care Advisor (ECA)
• Energy & Transportation (E&T)
• Remote Asset Monitoring (RAM)
• Health and Equipment Insights (HEI)
• Advanced Productivity (AP)
• Connected equipment or IoT technology
• Fleet or asset monitoring systems
• Heavy equipment technology
• Digital product or application support, The role is particularly well suited for someone who enjoys technology, troubleshooting, problem-solving, and customer interaction and wants to grow their experience supporting digital products and connected equipment.