Load King Customer Care - Product Matter Expert.

Load King Customer Care - Product Matter Expert

Load King Customer Care - Product Matter Expert, serves as the primary technical escalation resource and expert consultant for service operations, customers, engineering, and cross-functional teams. Functioning primarily in an office-based capacity, the SME provides remote diagnostic guidance, owns the Voice of Customer (VOC) process, develops and delivers technical training programs, and collaborates with engineering on product development and service strategy. This position requires deep product knowledge, strong analytical skills, diagnostic capability, and demonstrated ability to exercise independent judgment and make recommendations on matters impacting service operations, customer satisfaction, and product performance while supporting continuous product improvement through field insights and cross-functional collaboration.

Essential Duties and Responsibilities

• Serve as the primary escalation resource for service technicians requiring advanced troubleshooting guidance on complex mechanical, hydraulic, and electrical issues.
• Provide remote diagnostic consultation and technical guidance to field technicians, dealers, and service personnel to resolve escalated equipment issues.
• Use discretion to analyze recurring field service trends and recommend corrective actions to improve product reliability and service efficiency.
• Develop and deliver technical training programs for service technicians, customers, and internal teams on proper equipment operation, maintenance, and troubleshooting procedures, based on independent judgment of business needs.
• Support new product launches by assisting with service readiness planning, technical documentation feedback, and training development.
• Collaborate with engineering teams to provide real-world product feedback and evaluate product performance, serviceability, and design improvements.
• Own and manage Voice of Customer (VOC) feedback by gathering field insights and communicating recommendations that influence product development priorities.
• Support warranty teams by evaluating complex field failures, identifying root causes, and recommending warranty determinations when technical expertise is required.
• Partner with parts, operations, and service leadership teams to improve product support processes and ensure efficient issue resolution.
• Develop documentation of recurring technical issues, recommended solutions, and best practices to improve organizational knowledge sharing.
• Recommend service process improvements, operational efficiencies, and product support strategies based on field performance data and customer trends.
• Participate in cross-functional meetings and provide technical recommendations regarding product improvements, service strategies, and operational decision-making.

Required Skills and Qualifications

• Associate's degree in Diesel Technology, Engineering Technology, Mechanical Technology, or related field preferred. Equivalent technical expertise may be considered.
• 10+ years of experience in heavy equipment, cranes, utility trucks, or related industries.
• Advanced knowledge of hydraulic, electrical, mechanical, and control systems.
• Strong analytical skills with the ability to assess complex technical issues and recommend solutions.
• Demonstrated ability to exercise independent judgment and make recommendations on matters impacting service operations, customer satisfaction, and product performance.
• Strong written and verbal communication skills.
• Ability to collaborate effectively across engineering, operations, sales, service, and warranty teams.
• Proficiency in reading technical drawings, schematics, service manuals, and engineering documentation.

Working Conditions and Physical Requirements

• Primarily office-based role with regular use of computers, phones, and virtual communication tools.
• Occasional travel to customer sites, training events, manufacturing facilities, or trade events as needed (estimated less than 20%).
• Limited exposure to shop or field environments for observational, training, or product evaluation purposes.
• Ability to sit for extended periods while reviewing technical documentation and supporting remote troubleshooting efforts.
• Occasional lifting of materials or equipment up to 20 lbs.
• This job description is not intended to cover all responsibilities and may be modified as business needs evolve.

I have read and understand all the requirements of this position. I can perform the essential functions of this job, with or without a reasonable accommodation.

Custom Truck One Source is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.