Job Description
Job Description
The Opportunity
SANY America, Inc. is a highly skilled Telehandler Service Support Specialist to provide technical expertise, Key/National account and dealer support, and product improvement feedback for our telehandler product line. This role will serve as the primary service liaison between key accounts, dealers, engineering, and the service team, ensuring efficient troubleshooting, training, and field support. The ideal candidate will be a problem solver with deep technical knowledge of telehandlers, including their hydraulics, electrical systems, and diagnostics, and will play a key role in enhancing machine reliability, serviceability, and customer satisfaction.
Key Responsibilities
Technical Support & Troubleshooting
- Provide expert-level diagnostic support for complex mechanical, hydraulic, and electrical issues.
- Assist dealers and service teams in resolving persistent or high-impact failures.
- Act as a direct technical liaison between field service teams, engineering, and product support to address recurring service concerns.
- Support new telehandler model introductions, ensuring service teams are fully trained and prepared for troubleshooting.
- Utilize telematics and diagnostic software to monitor machine performance and detect failure trends.
Dealer & Customer Support
- Work directly with dealers and key accounts to enhance service capabilities and minimize machine downtime.
- Conduct on-site visits to assess machine performance and troubleshoot issues in real-world conditions.
- Assist dealers in implementing best practices for maintenance, diagnostics, and repairs.
- Provide remote and in-person support to resolve urgent service concerns.
Training & Documentation
- Work with our training department to develop training programs for technicians, service managers, and internal service teams.
- Create and update technical manuals, service bulletins, troubleshooting guides, and video tutorials.
- Organize hands-on workshops and certification programs to enhance service competency.
Product Support & Field Testing
- Provide field-based feedback to engineering on product design, reliability, and serviceability.
- Assist in the testing and validation of new service procedures, software updates, and product improvement initiatives.
- Identify common service failures and contribute to design modifications to enhance machine performance.
- Support the rollout of warranty solutions, service campaigns, and engineering updates.
Qualifications & Experience
- 5+ years of experience in telehandler service, product support, or field service engineering.
- In-depth knowledge of telehandler design, including hydraulics, electrical systems, and diagnostic tools.
- Strong troubleshooting and failure analysis skills with a methodical approach to problem-solving.
- Proven ability to train and mentor technicians on advanced repair techniques.
- Excellent technical writing and communication skills for documentation and training presentations.