Overview
Equiprime Optimum Solutions Inc. is seeking experienced and resourceful Field Service Engineers with comprehensive knowledge of heavy construction equipment. We specialize in maintaining and servicing machinery such as excavators, bulldozers, loaders, and cranes for clients across industrial and construction sectors.
For this role, while expertise in all machinery is not mandatory, hands-on experience with one or more of the mentioned equipment types is essential. We are also looking for individuals who can assist clients with our new fleet management tool, HeavyWorks Connect.
Customer Success & Support
Our customer success and support teams work both autonomously and collaboratively to resolve client issues with speed and efficiency, always communicating in a friendly and professional manner. Our teams possess the technical expertise to address complex machinery issues and a customer-centric attitude, providing insights and feedback to our product team to enhance customer experience.
The Role
- Use our customer support system (currently Zendesk) to prioritize incoming service requests
- Address incoming support requests and resolve machinery-related issues, aiming for first-contact resolution
- Troubleshoot and identify equipment malfunctions and provide initial diagnostics to clients
- Document service cases, identifying recurring issues and areas for product improvement
- Escalate issues requiring advanced troubleshooting to the engineering or product teams
- Collaborate with team members to resolve complex customer situations
- Contribute to our technical knowledge base and internal training materials
- Currently, most of our support is handled by phone and email, but video call experience is appreciated
Requirements
- 3+ years of experience in a field service or technical support role in heavy equipment or construction industry
- Excellent communication skills, verbal and written, and a customer-centric approach
- Proven ability to work in a high-paced, customer-facing role with a focus on resolution and customer satisfaction
- Familiarity with parts replacement, hydraulic systems, and electronic diagnostics
- Fluency in English is required; additional languages are a plus. HeavyWorks Inc. services clients globally, so multilingual candidates are encouraged to apply
- Preferably available for service coverage in the US East Coast, EMEA, or APAC time zones
Technical Requirements
- Proficient in diagnosing and troubleshooting heavy machinery issues
- Comfortable using diagnostic tools and remote diagnostic software
- Basic understanding of mechanical, hydraulic, and electrical systems as they apply to construction equipment
- Experience with fleet management and tracking software (HeavyWorks Connect experience a plus)
- Familiarity with OSHA safety regulations and general safety practices in the field
- Ability to read and interpret equipment schematics and technical manuals
Benefits
- Fully remote with on-site client visits as necessary
- Opportunity to attend industry conferences and training sessions
- Comprehensive health care package (Medical, Dental & Vision)
- Paid time off (Vacation, Sick & Public holidays)
- Family leave (Maternity, Paternity)
- Pension plans (where applicable)
- Performance-based bonus
To apply, you can send your resumé to this email address:
hello@equiprime.ph
