What are the responsibilities and job description for the Customer Support Engineer position at XL Specialized Trailers?
Overview: As a valued member of the XL Specialized Trailers team, the Customer Support Engineer plays a key role in delivering technical expertise and customer-focused support throughout the trailer lifecycle. This position bridges the gap between customers, dealers, and internal departments-providing accurate trailer quotes, resolving service and warranty issues, and designing parts and solutions for service orders. 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.
Key Responsibilities
Key Responsibilities
- Customer Support & Service
- 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.
- Quoting & Estimating
- Prepare accurate trailer 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 trailer and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
- Engineering & Design
- 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.
- Partner with design engineering to communicate recurring service trends, field issues, and improvement opportunities.
- Participate in root cause analysis and corrective action initiatives to improve product performance and reliability.
- Continuous Improvement & Collaboration
- Support process improvement initiatives within warranty, quoting, and service workflows.
- Provide input for technical bulletins, product documentation, and customer training materials.
- Participate in cross-functional meetings to ensure alignment between engineering, sales, and production.
- Assist with customer events, trade shows, or field demonstrations as needed.
- 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 trailer, heavy equipment, or manufacturing industries.
- 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.
- Strong analytical skills with the ability to interpret technical data and provide actionable solutions.
- Highly organized and self-motivated, with a continuous improvement mindset and customer-first attitude.
- None
- Works under general supervision, with the ability to take initiative in prioritizing work and completing assignments. Responsible for keeping the supervisor informed of progress, potential challenges, and any future implications of work.
- Engage with customers, dealers, and team members daily, demonstrating professionalism, courtesy, and good judgment.
- None required
- Extended periods of sitting.
- Ability to routinely lift 20 lbs. and occasionally up to 50 lbs.
- Work is performed indoors and occasionally outdoors.
- Minimal travel required.