Job Description

About Oshkosh AeroTech, an Oshkosh company

Oshkosh AeroTech is a leading provider of aviation ground support products, gate equipment and airport services to commercial airlines, airports, air-freight carriers, ground handling and military customers. Oshkosh AeroTech offers products that make a difference in people’s lives by supporting those in our communities who do some of the toughest work. They own many of the most trusted brands in the air transportation industry, including LEKTRO®, JetAire®, JetPower®, AmpTekÔ, Jetway®, and more.

The experienced and highly skilled Technical Service/Support Specialist will deliver cutting-edge equipment solutions that drive efficiency and productivity for our clients worldwide. The ideal candidate will possess exceptional technical troubleshooting abilities, strong communication skills, and a passion for providing top-tier support to our customers. This role involves diagnosing and resolving technical issues, providing detailed product support, managing knowledge bases, and collaborating with cross-functional teams to ensure customer satisfaction and product efficiency.

YOUR IMPACT

These duties are not meant to be all-inclusive, and other duties may be assigned:

• Provide technical assistance and support for incoming queries and issues related to equipment.
• Diagnose and troubleshoot complex equipment problems, ensuring timely and effective resolution.
• Document all customer interactions and technical issues in the customer relationship management (CRM) system.
• Support two model families (AWP, TMH or Scissor) model families
• Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic and software issues on equipment.
• Utilize technical documentation and resources to provide accurate solutions and guidance.
• Escalate unresolved issues to internal teams and/or management for guidance.
• Follow up with customers to ensure issues are fully resolved to the customers’ satisfaction.
• Support internal team members with troubleshooting tips in the chat group environment.
• Share product content, documents or other troubleshooting content with the team.
• Utilize current knowledge articles for resolving customer issues.
• Communicate knowledge article usage to the customer base.
• Communicate with the knowledge writer team if inaccuracies are found.
• Communicate with the knowledge writer team for opportunities pertaining to new material not currently documented.
• Stay current with product development, industry trends, and best practices for product support.
• Participate in ongoing training to maintain high levels of product knowledge and support skills.
• Provide material in team meetings to assist others with product knowledge and current issues with resolution guidance.
• Work closely with customer support to communicate customer feedback and technical issues.
• Provide input on product improvements based on customer feedback and trends.
• Respond promptly and professionally to customer inquiries via phone, email, and chat.

MINIMUM QUALIFICATIONS

• High School Diploma or GED and three (3) or more years of relevant experience or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role

STANDOUT QUALIFICATIONS

• [Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using CRM software and technical support tools.
• Ability to explain complex technical information clearly and concisely.
• Strong organizational skills and attention to detail.
• Proficiency in data analysis and knowledge management systems.
• Bachelor’s degree in Engineering, Specialized Technology, or a related technical field.
• Customer-focused with a commitment to providing exceptional service.
• Ability to work independently and as part of a team.
• Adaptable and able to thrive in a fast-paced, dynamic environment.
• Strong interpersonal and communication skills.
• Experience with diagnostic tools and software related to troubleshooting equipment
• Knowledge of mechanical, electrical, and software systems used in equipment manufacturing.
• Ability to travel domestically as needed.
• Commitment to continuous learning and professional development.

WORKING CONDITIONS
The following represents general working conditions for this role. Specific conditions may vary depending on business needs and individual circumstances.

• This role combines office-based administrative duties with physical activity in field or production environments.
• In the office setting, tasks may require extended computer use, sitting, and attending meetings.
• Field or floor work may involve walking across various terrains or shop floors, standing, moderate lifting (up to 50 pounds), climbing stairs, and exposure to varying temperatures or noise levels.
• Must be able to shift focus between detailed cognitive work and occasional physical tasks as needed.
• Reasonable accommodations will be provided for qualified individuals with disabilities to support performance across both office and field responsibilities.