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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product & Fleet Support Specialist - **Company:** The Racine - **Location:** Mount Pleasant, WI, United States - **Contract:** Permanent contract - **Skills:** Business Software, CAN Bus, Firmware, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Remote Access Technology, Remote Service Software, Diagnostic Tools, Software Troubleshooting, Information Technology, Tools for Reporting - **Published:** June 17, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=92c8cd08a0640ae4 ## About the Role 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. ## Description 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. ## Related Videos - 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