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Technical Support Specialist

2 weeks ago

Rock Hill, South Carolina, United States Merlo America Full time

The
Technical Support Specialist
is responsible for providing problem resolution to complex technical issues including root cause analysis, diagnosis and repair guidance to our dealers. In addition, they provide input on maintenance and repair of the products. Support as required in development of technical service training materials.

Essential Skills and Experience

We're looking for someone who thrives in a hands-on, fast-paced environment and brings a strong technical foundation. Ideal candidates will have:

  • 2+ years of experience working with construction equipment
  • Willingness to travel up to 20%
  • Comfort in a dynamic manufacturing setting
  • High energy, self-motivation, and a proactive mindset
  • Strong computer literacy and communication skills (written + verbal)
  • Flexibility to work evenings and weekends when needed
  • Ability to follow technical instructions and troubleshoot independently
  • Strong technical aptitude and decision-making skills
  • Capacity to manage multiple complex projects under tight deadlines
  • Excellent organizational skills and attention to detail
  • Ability to adapt quickly, solve problems, and shift priorities
  • Team-oriented with the ability to work independently
  • Familiarity with safety practices and occupational hazards
  • Professionalism, reliability, and a calm demeanor under pressure
  • High school diploma or Associate's degree (preferred)

Position Responsibilities – Essential

· Deliver dealer and customer satisfaction through quality and timeliness of support provided.

· Provide technical assistance to dealer/customer network.

· Serve as the technical liaison with parts operation.

· Maintain accurate records and provide special reports as requested.

· Complete thorough inspection and correction of any service or operating issues on machines prior to shipment to the dealer / customer.

· Inspection process involves completion of the Receiving Inspection Form (RIF) and Pre-Delivery Inspection (PDI) form for feedback to global manufacturing for product improvement.

· Field technical problem resolution coordination with global technical support and engineering.

· Identify repetitive failure patterns, recommend and manage field product improvements or other product support campaigns for the products sold in the US market.

· Assist with product technical training when required.

· Maintain relationships/contacts with dealers, suppliers, end-users, and all Merlo Operating units.

Position Responsibilities - Non-Essential/Other

· Fulfill other duties as assigned by the Manager of Product Support.

Essential Duties Breakdown

· Complete new machine inspection and repairs before shipment; RIF and PDI documentation (50%).

· Provide timely and accurate solutions to field product problems (25%).

· Maintain good records/documentation and log key issues/problems (25%).

Our Core Values

"Be Accountable for the MERLO Mindset"

●
Go 2 Steps Beyond

We are always thinking about how we innovate and improve our work. Every day, we show up ready to do whatever necessary to support end users, dealers and our team.

●
Be Resourceful

We take the initiative to identify issues, find answers and problem solve where possible. We believe in bringing suggestions or ideas when we need to ask for help. We believe in adapting quickly when changes are needed and look for ways to say "yes."

●
Challenge Ideas, Not People

We treat everyone with respect and empathy, but we are also willing to speak honestly to address issues. It is okay to disagree with an idea, but we also seek ways to come back together after."