Technician Service Support - Heavy equipment (...

THE OPPORTUNITY: In-office 5 days per week As part of the Americas team, SANY America in Peachtree City , Georgia is looking to recruit a driven, forward-thinking, and highly motivated Technician Service Support - Inside. SANY America is advancing its growth trajectory under the leadership of CEO David Nicol, appointed in July 2024. With the deep investment and backing of SANY Group, the Americas business expects to grow significantly in the coming years. Critical to this growth, is the appointment of a high-quality Technical Support Specialist who has the knowledge and passion for working with heavy duty construction equipment parts. Under general supervision in technical support and call center environment, the candidate will provide technical parts support to our dealers and end-users through email and phone calls. This position is located in Peachtree City, GA. KEY RESPONSIBILITIES This role will work directly with the Senior Manager Dealer Support to ensure an effective strategy is executed. This will require: Must have experience diagnosing and repairing construction equipment, as well as demonstrated knowledge and understanding of mechanical, electrical, and hydraulic systems and components used in construction, material handling and/or crane equipment. Deliver service support to our dealers and end-users as part of our call center or online via 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 in response to inquiries, concerns, and requests about machine repairs, diagnostics and maintenance. Gather requirements needed to ensure request is properly qualified prior to diagnosis assistance given. Research required information using the internet, SAP system, SIS parts information system, along with other CRM systems. Identify and escalate priority issues per dealer or customer needs. Independently resolve problems, involving manager and other departments as appropriate Offer alternative solutions where appropriate with the objective of increasing dealer and customer satisfaction and their business. Follow up on pending cases and requests with dealers and customers on a regular and scheduled basis. Stay current with and actively help develop and improve IT systems, procedures and processes. Review assigned service manuals and other technical publications to ensure that they are correct and meet market requirements. Will need to be able to work on machines and utilize machines on site to help diagnose and work with technicians via electronic communication and phone calls. Physical Requirements Ability to work in shop or field environments, including construction and industrial equipment sites. Must be able to stand, walk, bend, and climb in and around heavy equipment Ability to lift and carry parts, tools, or materials up to 50 pounds. Use of hands for detailed work involving tools, diagnostic equipment, and technical components. Must be comfortable working in outdoor or non-climate-controlled environments. Must wear appropriate personal protective equipment (PPE) when on-site. PROFESSIONAL EXPERIENCE & QUALIFICATIONS The ideal candidate will have: Outstanding phone etiquette, fluent in verbal and written English, with the ability to speak and write clearly and accurately. Knowledge of heavy equipment of Sany or other similar brands. Demonstrated experience and history of providing outstanding customer service Demonstrated knowledge and understanding of mechanical, electrical, and hydraulic systems and components used in construction, material handling and/or crane equipment. Proficient in the use of Microsoft Office programs. Ability to identify parts, systems, and components reliably and correctly in parts and service repair manuals and diagrams and ability to understand, apply, and interpret technical specifications. Strong communication, presentation skills and teamwork skills with the ability to build trust and credibility. Demonstrate a high degree of creativity and mature judgement in anticipating and solving non-reoccurring, unprecedented problems. Have a Root Cause/Countermeasure approach to problem solving (analytical vs. intuitive). High energy with a sense of urgency, resiliency, and self-confidence. Strong candidate will have Technical certificates Minimum of 5 years experience in heavy construction, industrial or agricultural equipment industry. COMPENSATION Compensation will be competitive and commensurate with experience. It will include a base salary, an annual performance bonus, and other exceptional benefits.

Created: 2025-09-29