Field Support Representative (Mid-West)

Product Support Manager

ABC Companies is a leading provider of transportation solutions, offering vehicles for 8-81 passengers, along with parts, service, and financing to support fleet operators across North America. Family-owned and operated since 1972, ABC is driven by its mission to advance the transportation industry through innovative, collaborative solutions that redefine the standard. Guided by its core values of integrity, trust, collaboration, and innovation, ABC is committed to delivering customer-focused, high-quality solutions that enhance safety, performance, and reliability.

ABC Companies recognizes that its employees are its greatest asset. We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance, including medical insurance, dental insurance, vision insurance, 401(k) retirement plan, company-paid short-term and long-term disability insurance, company-paid basic life and AD&D insurance, voluntary term life and AD&D insurance, flexible spending accounts (FSA), hospital indemnity insurance, employee assistance program (EAP), paid time off (PTO), paid holidays, training and professional development opportunities, and career growth and advancement opportunities. Benefits eligibility and offerings are subject to plan terms and company policies.

Position Overview: The Product Support Manager is responsible for providing advanced technical support, diagnostics, mobile repair services, and product training for ABC-supported products throughout the Mid-West region, including Michigan, Ohio, West Virginia, Kentucky, Tennessee, and potentially Canada. This role serves as both a technical expert and hands-on field resource, supporting customers, dealers, coach builders, and internal teams through troubleshooting, repairs, warranty support, field investigations, and technical training. The ideal candidate is a skilled technician with expertise in electrical, mechanical, HVAC, multiplex, and electric vehicle systems who can effectively balance field service responsibilities with customer and technical training. This position requires extensive travel throughout the assigned territory to maximize product uptime, support product reliability, and ensure exceptional customer satisfaction. Candidates residing in Ohio or Northern Tennessee are preferred.

Key Responsibilities:

• Provide advanced technical support, troubleshooting, diagnostics, and mobile repair services for ABC-supported products, including multiplex electrical systems, HVAC systems, high-voltage EV architecture, and mechanical systems.
• Utilize real-world field experience to support uptime, root cause analysis, and long-term product reliability for customers.
• Perform on-site repairs, service campaigns, field investigations, and corrective actions at customer locations while maintaining strong customer communication and minimizing operational downtime.
• Travel throughout an assigned territory to service and support ABC products, with the potential for occasional travel outside the assigned region as needed.
• Serve as both a technical advisor and hands-on technician, supporting customers, dealers, coach builders, and internal teams with product concerns, warranty support, diagnostics, and field issue escalation.
• Lead technical and operational training sessions for customers and internal teams, ensuring technicians and operators are well-versed in diagnostics, maintenance procedures, safety protocols, and proper operation of ABC-supported products.
• Coordinate and deliver hands-on, in-depth training on Van Hool coaches, Eberspcher systems, EV platforms, multiplex systems, HVAC systems, and additional ABC-supported products both annually and as needed.
• Investigate and respond to customer feedback by analyzing and troubleshooting product concerns and providing timely recommendations and reports to management.
• Stay current with annual training requirements and updates for all ABC product offerings, including electrical and mechanical systems.
• Complete customer visits according to the prescribed schedule to provide information, technical support, and assistance for new and existing ABC products, Eberspcher products, and ABC customers.
• Support root cause analysis efforts and provide recommendations to improve product reliability and customer satisfaction.
• Submit weekly expense reports for reimbursement of approved business-related expenses.
• Maintain accurate service documentation, training records, and customer communications.
• Comply with all company policies, safety procedures, and applicable regulatory requirements.
• Perform other duties and special projects as assigned.

Qualifications:

• High school diploma or equivalent required; associate's or bachelor's degree in transportation, industrial technology, electrical systems, engineering, or a related field preferred.
• Minimum of 5 years of experience in the transportation, motorcoach, commercial vehicle, or electric vehicle industry.
• Formal training or extensive experience diagnosing and repairing coach systems, including HVAC and high-voltage AC/DC electrical systems.
• Ability to read and interpret electrical schematics and technical documentation.
• Ability to troubleshoot CAN-based multiplex systems and utilize commissioning and diagnostic software.
• Strong understanding of electric vehicle (EV) architecture, including high-voltage AC/DC systems and EV driveline systems.
• Mechanical experience with commercial vehicles and high-voltage systems.
• Strong working knowledge of Cummins, Detroit, Allison, Eberspcher, Carrier, KIBES multiplex systems, EV driveline systems, and high-voltage electrical architecture.
• Experience delivering technical training and customer support with strong communication, leadership, and instructional skills focused on real-world diagnostics and field support.
• CDL Class B with passenger endorsement preferred.
• Ability to effectively manage multiple projects, prioritize tasks, and complete assignments within expected timeframes while working with customers, vendors, coach builders, and internal stakeholders.
• Ability and willingness to travel extensively (up to 100%), including overnight travel and occasional travel outside the assigned territory.
• Ability to maintain and utilize personal tools required for the position.

Skills:

• Advanced electrical and mechanical troubleshooting
• Technical training and instructional delivery
• Customer service and relationship management
• Root cause analysis and problem-solving
• Strong verbal and written communication skills
• Time management and organizational skills
• Ability to manage multiple projects and priorities simultaneously
• Proficiency with diagnostic software, technical documentation, and reporting tools
• Ability to work independently with minimal supervision
• Strong attention to detail and follow-through

Physical Demands:

• Ability to lift, push, and pull up to 50 pounds.
• Ability to stand, walk, bend, kneel, crouch, and climb for extended periods of time.
• Ability to work in shop, field, and outdoor environments under varying weather conditions.
• Ability to operate tools, diagnostic equipment, and mobile service equipment.
• Ability to safely enter, exit, and work around commercial vehicles and motorcoaches.
• Ability to travel extensively, including frequent driving and overnight travel.

ABC Companies is an equal opportunity employer. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information, and other legally protected categories.