Product Support Specialist

Job Description

Job Description

Location: Fairfield, OH

Travel: Yes, up to 25%

Department: Product Services  

Reports to: Regional Director, Product Services

Type: Full-time

Overview

Liftra is seeking an experienced Product Support Specialist to support customers operating Liftra self-hoisting cranes and related lifting equipment worldwide. This role is responsible for providing advanced technical support and troubleshooting assistance for mechanical, hydraulic, and electrical systems while helping customers safely and effectively operate Liftra equipment.

The position serves as a key link between customers, field service teams, engineering, and production, ensuring fast resolution of technical issues, strong customer support, and continuous product improvement.

Depending on qualifications and experience, the position may be filled at either a senior technician or engineer level.

Key Responsibilities

Customer Support & Troubleshooting

• Serve as a primary technical contact for customers experiencing operational or technical issues with Liftra equipment.
• Provide remote troubleshooting support via phone, email, video calls, and technical documentation.
• Diagnose and assist customers with mechanical, hydraulic, electrical, and operational issues.
• Support customers during installation, commissioning, operation, and maintenance activities.
• Escalate complex or recurring technical issues to engineering teams when required.
• Ensure customers follow safe operating and troubleshooting procedures.

Service Support Activities

• Support field service personnel and external service providers during troubleshooting and repair activities.
• Occasionally travel to customer sites, wind farms, ports, or project locations to support inspections, repairs, commissioning, or investigations.
• Assist with warranty investigations, equipment failures, and root cause analysis activities.
• Support development of repair recommendations and corrective action plans.
• Perform Advanced Maintenance operations such as, software updates and equipment calibrations.

Technical Documentation & Reporting

• Create and maintain troubleshooting guides, service procedures, technical bulletins, and support documentation.
• Document customer issues, troubleshooting activities, and resolutions within internal systems.
• Assist in improving service manuals, maintenance instructions, and technical documentation.
• Support development of customer and technician training materials.

Product Improvement & Cross-Functional Support

• Communicate field feedback and recurring technical issues to engineering and product development teams.
• Participate in product improvement initiatives and corrective action activities.
• Assist with testing and validation of product updates or field modifications.
• Support continuous improvement efforts related to product reliability, serviceability, and customer support processes.

Qualifications

Required Qualifications

• Technical degree, certification, or equivalent experience in mechanical engineering, electrical engineering, hydraulics, mechatronics, heavy equipment technology, or a related technical field.
• Significant hands-on experience troubleshooting industrial equipment, cranes, lifting systems, heavy machinery, or similar equipment.
• Strong understanding of hydraulic, mechanical, and advanced electrical systems.
• Ability to read and interpret technical drawings, hydraulic schematics, and electrical diagrams.
• Strong troubleshooting and root cause analysis skills.
• Excellent verbal and written communication skills in English.
• Ability to communicate professionally and effectively with customers.
• Willingness to travel occasionally in support of field operations and customer needs.
• Strong commitment to safety, quality, and customer service.

Preferred Qualifications

• Experience with wind industry equipment or heavy lifting systems.
• Experience troubleshooting PLCs, sensors, electrical controls, or automation systems.
• Experience supporting international customers or field service operations.
• Familiarity with root cause analysis methodologies and corrective action processes.

Desired Competencies

• Strong customer service mindset.
• Calm and methodical approach under pressure.
• Hands-on and practical problem-solving ability.
• Strong teamwork and collaboration skills.
• Ability to work independently and manage priorities effectively.
• High level of ownership and accountability.
• Continuous improvement mindset.

What Liftra Offers

• Opportunity to work with innovative self-hoisting crane and lifting technologies.
• Collaboration with experienced engineering, service, and product teams.
• Opportunities for professional growth and development.
• Competitive compensation and benefits package.
• Meaningful work supporting renewable energy and heavy lifting industries.

At Liftra, we design, engineer, manufacture and deliver tailor-made solutions for special lifting and transportation tasks and turnkey equipment for select turbine models. We strive to develop solutions that are both technically and economically attractive by approaching each project with an agile mindset and a readiness to conform to the specific needs of the task in question.

Company Description

At Liftra, we design, engineer, manufacture and deliver tailor-made solutions for special lifting and transportation tasks and turnkey equipment for select turbine models. We strive to develop solutions that are both technically and economically attractive by approaching each project with an agile mindset and a readiness to conform to the specific needs of the task in question.