Product & Fleet Support Specialist

Job Description

Job Description

Job Summary:
Conveniently located in Mount Pleasant, Racine Railroad Products is a Wisconsin family-owned business, proud to provide innovative equipment and tools to the most prominent rail customers in the world. Our Maintenance-of-Way equipment is designed to ensure our customers receive the benefit of improved safety, performance, and reliability.

The Product Support & Fleet Connectivity Specialist is a hybrid technical support and customer operations role responsible for supporting customers, field technicians, and connected equipment throughout the product lifecycle. This position combines traditional product support responsibilities — including troubleshooting assistance, parts identification, warranty coordination, service documentation, and customer communication, customer service coordination, and service operations support — with the growing need for remote equipment monitoring, telematics support, and connected fleet management.

This role serves as a centralized office-based resource that helps customers maximize uptime while supporting RRP’s long-term strategy around connected equipment and remote diagnostics. The position will play a key role in helping RRP transition from reactive service support toward proactive fleet visibility and remote product management.

The ideal candidate combines strong mechanical and technical troubleshooting ability with excellent communication skills, customer support instincts, and comfort working with telematics platforms, remote support tools, and evolving connected technologies.

Essential Duties:

40%

Technical Support, Parts Support & Troubleshooting:

• Serve as the primary office-based technical support resource for customers and field service personnel.
• Support troubleshooting of mechanical, electrical, hydraulic, and control system issues.
• Assist customers and technicians with diagnostics, repair recommendations, and issue resolution.
• Provide parts identification and lookup support using engineering drawings, bills of material, service manuals, and ERP systems.
• Coordinate warranty claim processing, documentation, and communication with internal teams and customers.
• Document technical findings, corrective actions, warranty details, and service recommendations within service management systems.
• Support field technicians during commissioning, startup, and urgent service situations.
• Coordinate escalation of complex technical issues to Engineering, Product Support, or Service Leadership.
• Assist with root cause investigations and recurring issue tracking.

20%

Remote Support, Telematics & Fleet Connectivity:

• Monitor and manage the connectivity status of customer equipment fleets.
• Serve as a primary support resource for remote diagnostics, telematics systems, and connected equipment troubleshooting.
• Assist customers and field technicians with remote machine access, software updates, controller updates, and communication troubleshooting.
• Monitor machine health, fault alerts, utilization data, and connectivity performance through telematics platforms.
• Coordinate remote troubleshooting sessions with customers, field technicians, engineering, and product support teams.
• Identify recurring operational issues using fleet data and communicate recommendations for corrective actions or product improvements.
• Maintain accurate records of machine connectivity, software revisions, controller configurations, and remote access permissions.
• Assist in developing remote support procedures, fleet dashboards, reporting tools, and proactive support workflows.
• Support the ongoing development of RRP’s connected equipment and remote support strategy.

15%

Service Coordination & Technical Documentation:

• Create and maintain service documentation including troubleshooting guides, service bulletins, update procedures, and knowledge base articles.
• Support development of remote support procedures and standardized troubleshooting workflows.
• Maintain accurate service records, software revision histories, machine configurations, and customer support logs.
• Assist with parts identification, technical documentation requests, and service quoting support.
• Coordinate technical communication between field service, engineering, production, and customers.

15%

Customer Support & Customer Service Coordination:

• Support customers with operational questions, equipment functionality, and best-practice recommendations.
• Assist with onboarding and training customers on connected equipment capabilities and telematics platforms.
• Provide guidance to customers regarding remote connectivity requirements, update procedures, and system usage.
• Maintain professional communication and customer-focused responsiveness during urgent service situations.

10%

Continuous Improvement & Product Feedback:

• Identify recurring product reliability or usability concerns and communicate recommendations to engineering and manufacturing teams.
• Participate in development and testing of new connected product features and remote support capabilities.
• Assist in refining service processes, escalation procedures, and support workflows.
• Support continuous improvement initiatives related to uptime, customer response time, and service efficiency.
• Assist with identifying opportunities to improve customer experience, communication responsiveness, and remote support effectiveness.

Skills & Qualifications:

• Strong mechanical troubleshooting aptitude with working knowledge of hydraulic, electrical, and control systems.
• Ability to read and interpret schematics, wiring diagrams, technical manuals, and engineering drawings.
• Comfortable using remote diagnostic software, telematics platforms, and service management systems.
• Strong communication skills with the ability to support customers and technicians in high-pressure situations.
• Highly organized with strong documentation and follow-through capabilities.
• Ability to prioritize multiple technical issues simultaneously.
• Customer-focused mindset with proactive problem-solving ability.
• Proficiency with Microsoft Office and standard business software.

Preferred Qualifications:

• Experience supporting industrial, railroad, construction, agricultural, or heavy equipment.
• Familiarity with PLCs, CANbus systems, remote I/O, sensors, and machine controls.
• Experience with telematics platforms, IoT-connected equipment, or remote monitoring systems.
• Familiarity with Syspro or similar ERP/service management systems.
• Prior field service or technical support experience.
• Experience supporting software or firmware updates in industrial equipment.
• Understanding of networking, cellular communications, VPNs, or remote connectivity systems.
• Associate degree or technical certification in Industrial Maintenance, Electro-Mechanical Technology, Diesel Technology, Information Technology, or related field.

Benefits Include:

• Insurance coverage including medical, dental, vision, life insurance, as well as a health savings account (HSA)
• Culture committed to work life balance with hybrid schedules and generous PTO
• Company-wide bonus program
• Assistance with continuing education

Monday through Friday
6:00 am to 2:30 pm