Product Support Specialist - Open to Altec Locations with Pacific Time Zone preferred

Location: Dixon, California
Opening ID: 20003
Job Family: General
Date Posted: May 21, 2019


Job Description

Why Join Altec?

Able to work from any Altec location with preference for Pacific Time Zone

Your career path continues as a technical expert in a company that custom designs, manufactures, assembles, sells, and services products that are industry leaders, honoring our commitment to be there for the life of the equipment. You progress with on-going factory training and development within a company drawing on 90 years of experience. You supply hands-on technical ability, a desire to work within a value-driven team environment, a dedication to customer service, and a passion for challenging problem-solving.

Altec is present in more than 100 countries throughout the world supporting the electric utility, telecommunications, contractor, lights and signs, and tree care markets. We are known for lifting products -- bucket trucks, cranes, and equipment used to help people access tough-to-reach places -- but the success starts with thousands of associates who come together to Reach Higher!

Basic Qualifications, Experience, and Skills Required

Should the selected candidate meet the qualifications of a more experienced level in the career path, the job level may be adjusted.

High school diploma or equivalent required; Associate’s Degree strongly preferred

In addition, four years of comparable Technical Support experience at another manufacturing operation (other than Altec) is required


  • Current Driver’s License required
  • Proficiency in two or more of the following: Mechanical, Electrical, or Hydraulic Troubleshooting
  • Hands-on experience with electrical, hydraulic, and mechanical systems
  • Ability and willingness to learn independently
  • Strong initiative with independent time and task management
  • Familiarity with typical pressure gauges, flow meters, etc.
  • Ability to read and utilize schematics; to read and understand parts and maintenance manuals; to read and understand Bills of Material and work instructions
  • Proficiency in applicable software, e.g. Oracle, CAD software, etc.
  • Excellent written and verbal communication skills, including technical writing
  • Ability to pro-actively utilize available tools to analyze data to identify trends or potential issues
  • Ability to obtain industry specific certifications as required (e.g. crane certification), Sentry certification
  • Able to travel (including air travel) required up to 25%, potentially on short notice
  • Able to lift up to 50 pounds and to climb on and off vehicles frequently.

Major Responsibilities

Serve as the first point of contact in the understanding and resolving of product support issues. Associates interact with various teams including, but not limited to, Product Engineering, Quality, Manufacturing, Service, Technical Support, and customers to promptly resolve internal and external product support issues.

  • First point of contact for hydraulic, mechanical, and electrical troubleshooting for internal and external customers
  • Interface with customers to promptly assist in resolving technical issues in a professional manner, which may include on-site customer visits.
  • Participate in projects to include but not limited to new product development, RCI events, manual reviews, project prototype builds and teardowns as required
  • Operate mobile hydraulic equipment as required
  • Independently identify (or as assigned) and attend technical classes related to Altec's equipment line to further product knowledge
  • Perform inspection and/or repair procedures to validate work instructions
  • Document and maintain support records in accordance with established procedures
  • Communicate and coordinate escalated support issues with multiple departments after reviewing with the manager as needed
  • Use advanced diagnostic equipment and/or data acquisition systems
  • Provide direct support as required for training material to include identification of applicable drawings and presentation materials, identification of subjects needing additional training; work with assigned trainers in the creation and completion of detailed training presentations in these areas
  • Collaborate as required with Manufacturing to provide content for work instructions
  • Assist with training/demo sessions on special subjects
  • Facilitate the 8D process and contribute to the creation documentation as required

Customer First - Enjoyment of Work - Family - Financial Stability - Integrity - People are our Greatest Strength - Quality - Spiritual Development - Teamwork

Competitive pay which rewards performance

Comprehensive benefits including Medical, Dental and Prescription Drug Program - Retirement 401(k) Program - Vacation and Holidays - Flexible Spending Accounts - Tuition Assistance Program - Employee Assistance and Mental Health/Substance Abuse Program - Life Insurance, Accidental Death and Dismemberment Insurance

Altec Industries, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, color, religion, sexual orientation, gender identity, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Altec strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.