Product Support Specialist

6 days ago

Houston, Texas, United States Terramac, LLC Full time $71,000 - $8,546,727 per year

Terramac was established to produce the world's leading crawler carriers. Units are sold through a full dealer network which offers customers easy-to-locate parts and service throughout the world. The units can be customized with support equipment to serve many industries such as pipeline, utility, mining, environmental, general construction, and more. To learn more, please visit us at

Terramac is looking for a Product Support Specialist Representative (PSSR) located in/near Austin, Dallas, or Houston to provide customer support primarily for the Texas Gulf Coast and Midwest. You may be asked to travel outside of this region. The PSSR provides both remote and onsite customer and dealer support and serves as a vital link between Terramac and our units in the field. This position requires domestic travel on average three days each week.

What You'll Do:

  • Master all functions of our rubber-tracked and wheeled carrier product line.
  • Travel frequently to customer and dealer locations, overseeing and giving technical direction and troubleshooting equipment issues.
  • Troubleshoot mechanical faults and provide effective diagnostic and repair solutions.
  • Perform on-site equipment inspections and repairs, while maintaining accurate documentation.
  • Effectively communicate mechanical information to sales team, dealers, and customers.
  • Communicate with customers and dealer technicians (inbound and outbound calls and emails, etc.) to understand equipment symptoms and concerns, and to advise them of the course of action to be taken to restore equipment to safe working condition.
  • Plan and conduct product trainings and education to our dealer network and customers in the safe operation, maintenance, repair, and care of equipment.
  • Assist dealer network and customers with onsite product improvements and updates, including implementation and training of same.
  • Gather information from our dealers on matters ranging from product design, operation, maintenance, warranty performance, and safety. Use information to recommend new products, design enhancements, technical documentation, and warranty improvements.

What You'll Need:

  • Willingness and ability to travel to dealer network locations and customer job sites as required.
  • Ability to provide your own tools.
  • Excellent mechanical skills with 5 years of experience working with heavy machinery.
  • Proficiency and understanding of mechanical, electrical, and hydraulic systems.
  • Knowledge of and expertise with Tier 3 and Tier 4 diesel engines and related systems.
  • Strong written and verbal communication skills.
  • Initiative. Ability to succeed with limited supervision.
  • Excellent commitment to customer service.
  • Ability to multitask and prioritize.
  • High school diploma or equivalent.

What Helps:

  • Relevant certifications or trade school experience a plus.
  • Bilingual in English and Spanish a plus.

The above list is non-exhaustive. Other essential job functions may exist that are not listed here.

Competitive pay and benefits

Ask about our sign-on bonus

Equal Opportunity Employer including veterans and persons with disabilities.

Job Type: Full-time

Pay: $71, $85,647.27 per year

Benefits:

  • 401(k)
  • 401(k) matching
  • Dental insurance
  • Health insurance
  • Paid time off
  • Referral program
  • Vision insurance
  • Work from home

Work Location: Remote

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