Technical Support Product Specialist

Job Description

EPITEC

Title : Technical Product Support Specialist

Location : Mossville, IL

Details : 12-month contract with ongoing need, opportunity for direct hire, fully onsite role

Job Summary

We are seeking a highly skilled and proactive Technical Product Support Specialist to join our team in Mossville, IL. This role is responsible for diagnosing and resolving application and technical issues related to software and on-board hardware used by construction industry customers and dealers worldwide. You will play a key role in New Product Introduction (NPI) projects, field support, and issue resolution, while collaborating with global teams and engineering partners to ensure product reliability and customer satisfaction.

Job Duties and Responsibilities

• Support NPI projects by completing product support deliverables, including field development and follow-up activities.
• Execute tasks assigned by Product Service Engineers and coordinate Field Follow objectives.
• Implement standard support processes to respond to, restore, and resolve customer and dealer issues.
• Provide hands-on product expertise for problem analysis and Initial Cause Analysis (ICA).
• Manage incident cases to meet Support Level Agreement (SLA) metrics.
• Escalate high-priority issues to team leads and engineering specialists.
• Process CPI / CER tickets and communicate status updates to dealers.
• Maintain a support environment that enables effective diagnostics and customer connectivity.
• Report product improvement ideas and supportability enhancements.
• Advocate for customers and dealers in resolving technical product issues with development engineering.
• Assist with site network tuning and support Caterpillar demonstration centers.
• Act as liaison between implementation teams, product development, and support teams to ensure corrective actions and adherence to change management processes.
• Collaborate with global support analysts across the U.S., Australia, India, and Brazil.
• Facilitate knowledge transfer and maintain strong relationships with internal and external stakeholders.

Qualifications

Must Have :

Additional Qualities :