What are the responsibilities and job description for the Customer Support Engineer position at Ethos?
Customer Support Engineer
The Customer Support Engineer plays a key role in delivering technical expertise and customer-focused support throughout the lifecycle.
The ideal candidate combines mechanical design knowledge with strong communication, organization, and problem-solving skills to ensure a seamless customer experience from quote to after-sale support.
Position Responsibilities:
- Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries.
- Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers.
- Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.
- Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
- Prepare accurate product and service quotes, including pricing, options, and technical configurations.
- Support the sales team with technical insight to ensure product specifications meet customer requirements.
- Collaborate with design and production teams to confirm feasibility, costs, and lead times.
- Enter product and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
- Design and model custom or replacement parts for service sales orders using CAD software.
- Develop and release service drawings, component details, and modification packages for production or field use.
Requirements
Bachelor’s Degree in Mechanical Engineering or a related technical field (required).- 3 years of experience in a customer-facing engineering, field service, or technical support role—preferably in heavy equipment, industrial manufacturing industries or trailer manufacturing.
- Strong understanding of mechanical systems, hydraulics, and materials.
- Experience with CAD/design software and basic drafting/modification work.
- Excellent written, verbal, and interpersonal communication skills.
- Proficiency with Microsoft Office Suite and ERP/order management tools.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Training & Development