Technical Service Supervisor - Remote Eligible

Technical Service/Support Lead

JLG began in 1969, when our founder, John L. Grove set out to resolve growing safety concerns in the construction industry. Since then we have been committed to understanding the challenges and delivering innovative solutions to the access market. We partner with customers to provide quality equipment, training opportunities and trusted support within the access industry. We are a global company, and our products—including mobile elevating work platforms, telehandlers, utility vehicles and accessories—can be found all over the world.

The experienced and highly skilled Technical Service/Support Lead will deliver cutting-edge equipment solutions that drive efficiency and productivity for our clients worldwide. The ideal candidate will possess exceptional technical troubleshooting abilities, strong communication skills, and a passion for providing top-tier support to our customers. This role involves diagnosing and resolving technical issues, providing detailed product support, managing knowledge bases, and collaborating with cross-functional teams to ensure customer satisfaction and product efficiency.

These duties are not meant to be all-inclusive, and other duties may be assigned:

• Provide technical assistance and support for incoming queries and issues related to equipment.
• Diagnose and troubleshoot complex equipment problems, ensuring timely and effective resolution.
• Document all customer interactions and technical issues in the customer relationship management (CRM) system.
• Support all models and model families.
• Provide assistance as a team mentor, one on one or through group activities. Assist with customer calls, when necessary, through conferences, chats, emails or other communication tools.
• Conduct detailed diagnostics and problem solving for mechanical, electrical, hydraulic and software issues on equipment.
• Utilize technical documentation and resources to provide accurate solutions and guidance.
• Escalate unresolved issues to internal teams and/or management for guidance.
• Follow up with customers to ensure issues are fully resolved to the customers' satisfaction.
• Support internal team members with troubleshooting tips in the chat group environment.
• Share product content, documents or other troubleshooting content with the team.
• Utilize current knowledge articles for resolving customer issues.
• Communicate knowledge article usage to the customer base.
• Communicate with the knowledge writer team if inaccuracies are found.
• Develop new article content, formatted for transition into the knowledge article template.
• Stay current with product development, industry trends, and best practices for product support.
• Participate in ongoing training to maintain high levels of product knowledge and support skills.
• Provide material in team meetings to assist others with product knowledge and current issues with resolution guidance.
• Develop and present training material for new products or product enhancements.
• Work closely with customer support to communicate customer feedback and technical issues.
• Provide input on product improvements based on customer feedback and trends.
• Lead team meetings to further develop skills and product knowledge within the team.
• Develop and maintain team meeting documents, share with the team in an easily accessible format and location.
• Coordinate time off scheduling, communicate time off policies
• Coordinate and schedule training when necessary, monitoring available resources
• Provide individual and team goals to direct reports, monitor progress of these goals.
• Communicate effectively with other departments when necessary to resolve product issues or trends. Enter project requests as required.
• Communicate all pertinent policies, policy changes, tooling changes or process changes to the team.
• Communicate effectively with superiors to ensure the team is in adherence with current policies and/or changes.
• Communicate with direct reports on a regular basis, develop action plans when necessary to resolve issues.
• Respond promptly and professionally to customer inquiries via phone, email, and chat.

Minimum qualifications:

• High School Diploma or GED and six (6) or more years of relevant experience or an equivalent combination of education and experience that demonstrates the ability to perform the essential functions of the role.

Standout qualifications:

• Strong technical troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Proficiency in using CRM software and technical support tools.
• Ability to explain complex technical information clearly and concisely.
• Strong organizational skills and attention to detail.
• Proficiency in data analysis and knowledge management systems.
• Bachelor's degree in Engineering, Specialized Technology, or a related technical field.
• Customer-focused with a commitment to providing exceptional service.
• Ability to work independently and as part of a team.
• Adaptable and able to thrive in a fast-paced, dynamic environment.
• Strong interpersonal and communication skills.
• Experience with diagnostic tools and software related to troubleshooting equipment
• Knowledge of mechanical, electrical, and software systems used in equipment manufacturing.
• Ability to travel domestically as needed.
• Commitment to continuous learning and professional development.

Working conditions:

• This role combines office-based administrative duties with physical activity in field or production environments.
• In the office setting, tasks may require extended computer use, sitting, and attending meetings.
• Field or floor work may involve walking across various terrains or shop floors, standing, moderate lifting (up to 50 pounds), climbing stairs, and exposure to varying temperatures or noise levels.
• Must be able to shift focus between detailed cognitive work and occasional physical tasks as needed.
• Reasonable accommodations will be provided for qualified individuals with disabilities to support performance across both office and field responsibilities.

Pay Range: $82,000.00 - $132,800.00