Support Engineer

Job Title: Support Engineer

Job Description

The Support Engineer provides comprehensive technical support to customers, dealers, and internal departments for the operation, maintenance, troubleshooting, and repair of specialized lifting equipment. This role serves as a primary technical resource for product support, warranty administration, production assistance, and service training, while contributing to continuous product improvement through field feedback and failure analysis.

Responsibilities

• Diagnose mechanical, hydraulic, and electrical product concerns by reviewing customer information, photographs, videos, diagnostic data, and technical documentation.
• Process service parts orders, quotations, acknowledgments, return authorizations, and related customer requests accurately and in a timely manner.
• Assist customers in identifying appropriate replacement parts and provide clear technical guidance for equipment repair and maintenance.
• Provide technical support to Manufacturing and Quality teams for production-related issues and communicate corrective actions to Service and Engineering teams as needed.
• Administer and process warranty claims, including documentation review, claim validation, and direct communication with customers regarding claim status and outcomes.
• Analyze returned warranty components to determine root cause of failure and provide recommendations for corrective and preventive actions.
• Document recurring product issues, identify trends, and communicate findings to Engineering, Quality, and Operations to support continuous product improvement.
• Assist in the development and maintenance of service manuals, technical bulletins, troubleshooting guides, and other technical documents that support service and repair activities.
• Plan and conduct customer, dealer, and internal service training programs covering equipment operation, maintenance, troubleshooting, and repair procedures.
• Develop new or refine existing training courses focused on mechanical, hydraulic, and electrical systems on the equipment for customer and dealer use.
• Support new product launches by contributing to service documentation, training materials, and field readiness activities.
• Collaborate closely with cross-functional teams to ensure consistent, high-quality product support and customer service.
• Provide responsive customer and dealer support via phone, email, and other communication channels, ensuring issues are resolved efficiently and professionally.

Essential Skills

• Proven experience in customer service and technical support within a mechanical, electrical, hydraulic, or equipment-focused environment.
• Strong troubleshooting skills for mechanical, hydraulic, and electrical systems, including the ability to interpret diagnostic data and technical documentation.
• Hands-on experience as a Mechanical Technician, Electrical Technician, Field Service Technician, or in a closely related technical role.
• Ability to read and interpret schematics and technical drawings for mechanical, electrical, and hydraulic systems.
• Solid understanding of equipment repair, maintenance practices, and product support processes.
• Experience processing service parts orders, quotations, acknowledgments, and return authorizations.
• Ability to analyze component failures and perform root cause analysis to recommend corrective and preventive actions.
• Strong written and verbal communication skills for creating documentation and delivering technical guidance and training.
• Organizational skills to manage multiple customer requests, warranty claims, and internal support activities simultaneously.
• Collaborative mindset with the ability to work effectively with Engineering, Quality, Manufacturing, Operations, and Service teams.

Additional Skills & Qualifications

• Experience developing or maintaining service manuals, technical bulletins, troubleshooting guides, or other technical publications.
• Experience in conducting customer, dealer, or internal training on equipment operation, maintenance, troubleshooting, and repair.
• Familiarity with product support and warranty administration processes in an equipment manufacturing or industrial environment.
• Comfort working with lifting equipment such as scissor lifts and boom lifts or similar industrial machinery.
• Ability to collect, interpret, and communicate field feedback to support continuous product improvement.
• Strong customer support orientation, with the ability to build positive relationships with customers and dealers.
• Attention to detail in documentation, claim review, and communication of technical information.
• Adaptability to support new product launches, including learning new systems and creating related service documentation and training.

Work Environment

The role is primarily based in an office environment, with regular use of computers and technical documentation to support customers, dealers, and internal teams. The Support Engineer will periodically work on the production floor to review equipment, support Manufacturing and Quality teams, and analyze returned components or product issues. The environment involves close collaboration with cross-functional teams and exposure to industrial equipment such as scissor lifts and boom lifts. Standard business attire is appropriate for office work, with suitable safety and protective gear required when working on the floor or around equipment.

This is a Contract to Hire position based out of Richfield, WI.

The pay range for this position is $31.00 - $38.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in Richfield,WI.

This position is anticipated to close on Sep 4, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.