Technical Service Specialist

About the Role As part of the SANY America team, SANY America is seeking an experienced and highly motivated Technical Support Specialist to support dealers and end‑users through email, phone, and on‑site visits in Peachtree City, GA. The role reports to the Assistant Service Manager and Senior Manager – Dealer Support and requires strong problem‑solving skills, the ability to balance multiple tasks, and experience with heavy‑duty construction equipment. Key Responsibilities Deliver parts support to dealers and end‑users via call center or online through Sales Force. Record, update, maintain, and close cases in Sales Force, documenting dealer and customer inquiries. Interact with SANY authorized dealers and customers to provide and process information regarding machine repairs, diagnostics, and maintenance. Gather required information to properly qualify requests prior to providing diagnosis assistance. Research necessary information using the internet, SAP system, SIS parts information system, and other CRM systems. Identify and prioritize issues per dealer or customer needs. Independently resolve problems involving managers and other departments as appropriate. Offer alternative solutions to increase dealer and customer satisfaction and business. Follow up on pending cases, requests, and backorders with dealers and customers on a regular and scheduled basis. Stay current with and help develop and improve IT systems, procedures, and processes. Review assigned service manuals and other technical publications to ensure accuracy and market relevance. Work on machines and utilize site equipment to assist technicians via electronic communication and phone calls. Required Qualifications Technical certificates. Associate or higher degree in a related technical discipline or equivalent professional experience. Minimum of 5 years experience in the heavy construction, industrial, or agricultural equipment industry. Outstanding phone etiquette, fluent in verbal and written English. Demonstrated history of outstanding customer service. Knowledge and understanding of mechanical, electrical, and hydraulic systems used in construction, material handling, and crane equipment. High proficiency with computers and Microsoft Office. Ability to identify parts, systems, and components reliably in parts manuals and diagrams and interpret technical specifications. Strong communication, presentation, and teamwork skills, building trust and credibility. High degree of creativity and mature judgement for solving non‑recurring, unprecedented problems. Root Cause/Countermeasure analytical approach to problem solving. High energy, sense of urgency, resiliency, and self‑confidence. Work Environment & Physical Requirements Onsite – Peachtree City, GA Travel Requirements None Compensation Competitive base salary, annual performance bonus, and additional benefits include medical, dental, and vision coverage; paid time off; 401(k) savings plans; Health Savings Account (HSA); Flexible Spending Accounts (FSAs). Company‑paid short‑term and long‑term disability insurance, life insurance, and Employee Assistance Program are also provided.

EQUAL OPPORTUNITY STATEMENT

SANY America is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.

DRUG AND ALCOHOL FREE WORKPLACE NOTICE

SANY America maintains a drug‑free workplace in accordance with applicable federal, state, and local laws. Applicants may be required to complete pre‑employment screenings, including drug and/or alcohol testing, as a condition of employment where permitted. Testing requirements may vary by location, position responsibilities, safety considerations, customer requirements, contractual obligations, and regulatory standards. Mismedication or possession of prohibited substances while on company property, operating vehicles or equipment, performing safety‑sensitive duties, or conducting company business is prohibited. Certain positions may be designated as safety‑sensitive or subject to additional regulatory, customer, contractual, or operational requirements and may require participation in testing programs in accordance with applicable law. #J-18808-Ljbffr Sany America