What are the responsibilities and job description for the Customer Support Engineer - Heavy Equipment position at ilocatum?
Customer Support Engineer, Heavy Equipment
Waterloo, Iowa
About the Role
This position bridges customers, dealers, and internal teams for a manufacturer of heavy equipment and trailers, providing technical support, quotes, and parts design across the service lifecycle. The role combines mechanical design knowledge with strong communication and problem-solving skills to support customers from initial quote through after-sale service.
Schedule
Full-time, on-site in Waterloo, Iowa.
Compensation
$70,000 to $75,000 base, plus bonus.
What You'll Do
The Customer Support Engineer serves as a technical resource for customers and dealers, providing timely responses to inquiries and troubleshooting mechanical and hydraulic issues using engineering principles and field feedback. This person supports warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and following up with customers, while maintaining accurate documentation of customer interactions and resolutions in the CRM system.
On the quoting side, the role prepares accurate product and service quotes including pricing, options, and technical configurations, and works with the sales team to ensure product specifications meet customer requirements. The engineer collaborates with design and production teams to confirm feasibility, costs, and lead times, and enters product and service orders into the ERP system with attention to detail.
Using CAD software, this person designs and models custom or replacement parts for service sales orders, and develops service drawings, component details, and modification packages for production or field use. The role partners with design engineering on recurring service trends and field issues, participates in root cause analysis and corrective action initiatives, and supports process improvements within warranty, quoting, and service workflows. Additional responsibilities include contributing to technical bulletins and training materials, joining cross-functional meetings between engineering, sales, and production, and assisting with customer events, trade shows, or field demonstrations as needed.
Required Qualifications
- Bachelor's degree in Mechanical Engineering or a related technical field
- 3 years of experience in a customer-facing engineering, field service, or technical support role
- Strong understanding of mechanical systems, hydraulics, and materials
- Experience with CAD or design software, including basic drafting and modification work
- Excellent written, verbal, and interpersonal communication skills
- Proficiency with Microsoft Office Suite and ERP or order management tools
- Strong analytical skills with the ability to interpret technical data and provide actionable solutions
Preferred Qualifications
- Experience in heavy equipment, industrial manufacturing, or trailer manufacturing
- Familiarity with warranty administration or claims processes
- Experience supporting root cause analysis or corrective action processes
- Self-motivated with a continuous improvement mindset
Compensation and Benefits
- $70,000 to $75,000 base salary, plus bonus
- Medical, dental, and vision insurance
- 401(k)
- Paid time off
To apply, submit your resume for consideration.
Salary : $70,000 - $75,000