Support Services Engineer

SERVICE SUPPORT ENGINEER

WHAT MAKES YOU A GOOD FIT?

1. Degree Requirements: A bachelor’s degree in mechanical or electrical engineering, or a related technical field, is preferred but not required. Equivalent technical experience will also be considered.

2. Sales Support Experience: Previous experience in technical sales or a customer support role is strongly preferred. However, this role focuses on providing technical expertise and support rather than traditional customer-facing sales activities.

3. Technical Knowledge: Familiarity with industry-specific products and services. Experience with AutoCAD or similar software is valuable for reading and creating technical drawings.

4. Communication Skills: Strong ability to clearly explain technical details to both technical and non-technical audiences, ensuring effective communication across diverse teams.

5. Problem-Solving: Demonstrated capacity to collaborate effectively with sales, engineering, and other internal departments, fostering a cooperative and productive work environment.

6. Teamwork: Capacity to collaborate effectively with sales, engineering, and other internal departments.

7. Customer-Focused: Exceptional interpersonal and customer-service skills to build and maintain lasting relationships with clients, ensuring their needs are met and exceeded.

ROLE

This role is responsible for coordinating technical service requests and aftermarket support to ensure customer satisfaction and company profitability. This role bridges the gap between customer needs and product capabilities, working closely with the Service Sales team, engineering, and operations to deliver technically sound solutions and a seamless customer experience. Responsibilities include preparing technical proposals, guiding internal stakeholders on service parts and technical queries, and facilitating communication between relevant departments. This position reports to the Service Operations Manager.

RESPONSIBILITIES

• Interacting with customers as required to understand their technical challenges and system requirements.

• Providing in-depth product knowledge and expertise to help customers and Service Sales make informed decisions.

• Coordinate with the Service Sales team to create and deliver technical presentations, supporting product demonstrations, and contributing to the sales proposals and RFPs.

• Design tailored technical solutions that meet customer needs, sometimes involving custom configurations or integrations, ensuring part availability and accurate pricing.

• Collaborate with service operations, engineering, and product development teams to address product or service issues, refine offerings, and resolve technical challenges.

• Collect input from engineering and other internal teams to drive continuous improvement in service offerings.

• This role assists in the order process but does not oversee production scheduling or in-depth scheduling responsibilities.

• Provide regular updates to the Service Sales and Service Operations Manager on critical information such as parts availability, technical changes, or customer requests.

• Educate and train internal teams on service and aftermarket product offerings, ensuring everyone has current technical knowledge.

• Create or update documentation and reference guides to assist Service Sales and other departments.

COMPENSATION & LOCATION

This full-time position is based in Peachtree City, GA (South Metro Atlanta). It is available for immediate hire. A meaningful compensation package will be developed for the successful candidate, including a base salary, performance bonus, 401(k) with company match, plus a profit-sharing component, and excellent health benefits. This is an on-site role, with four days in the office and one day remote. Travel requirements are ~20% – 30%.