Job Description
Senior Technical Support Technician
This role blends product training, technical support, and field service responsibilities. You will develop and deliver training, provide hands-on support for equipment operation and service, and ensure that all training and support efforts align with safety and performance standards. You will serve as both an instructor and a front-line technician—mentoring employees, supporting customers, and elevating the Diamond Mowers experience.
Key Responsibilities:
Product Training
Develop and deliver hands-on and classroom training programs for employees, dealers, and customers.
Design, manage, and update training materials, manuals, guides, presentations, and instructional videos.
Mentor technicians and support their development in equipment diagnostics and repair.
Support product demos, clinics, field events, and dealer development efforts.
Ensure all training aligns with OSHA and company safety standards.
Maintain detailed training records and certification logs.
Stay current with new technologies, product advancements, and regulatory changes.
Provide refresher courses and retraining as needed.
Must have the ability to be customer facing in both a technical and sales role.
Technical & Field Support
Provide technical assistance and diagnostics remotely and on-site.
Lead all activities related to field service work including installation, repair, warranty resolution, and support visits.
Act as the primary customer contact during field service engagements, ensuring professional and supportive experience.
Perform equipment troubleshooting, maintenance, and repair on heavy equipment.
Document all service activities thoroughly and maintain service logs.
Use tools, lifts, and equipment to carry out installation and repair work in diverse environments.
Ensure site compliance with safety and environmental regulations (OSHA, EPA, etc.).
Maintain and manage service vehicle and tools inventory.
Team Collaboration & Leadership
Coordinate with customers, contractors, and internal teams during field activities.
Provide training and guidance to new employees or those transitioning into new responsibilities.
Collaborate with supervisors, engineers, and production staff to ensure technical accuracy and continuity.
Lead and support employees on-site, manage performance, and report to Field Service Manager.
Qualifications:
Required:
High school diploma or equivalent (Associate’s or Technical degree preferred).
5+ years of experience in heavy equipment service, diagnostics, and troubleshooting.
Experience delivering training in a classroom and field setting.
Strong knowledge of equipment safety, maintenance, and repair.
Excellent written and verbal communication and presentation skills.
Physically able to demonstrate equipment usage in various environments.
Proficiency in Microsoft Office Suite (Word, PowerPoint, Excel, Outlook).
Willingness to travel up to 50% (up to 75% for the first 6–9 months).
Must be a self-starter.
Preferred:
Certification in equipment operation (e.g., forklift, crane, agricultural or industrial equipment).
Experience in adult learning or technical education.
Familiarity with Learning Management Systems (LMS).
Previous experience with field service operations or customer-facing support.
Location and Hours:
Location: 60th St
Hours: 8:00-5:00
Days of Shift: Monday-Friday
A full benefits package is available for all full-time employees.
Exhibit Diamond Company Values:
CUSTOMER FOCUSED
Meeting and exceeding internal and external customer expectations is the responsibility of everyone.
We are committed to being a World Class organization and the greatest partner to our customers.
We will listen, support, engage with empathy, our work must drive the success of our internal and external customers and team members.
ACCOUNTABILITY
We will be responsible for the commitments we make, and the expectations placed on us.
When we fail, we will own it, learn from it and make the appropriate changes.
We will act with exceptional integrity in everything we do.
We will be open to receiving and giving feedback.
TEAM PLAYER
Teamwork and clear communication are paramount to our success.
We will seek and provide constructive feedback to one another, work as a collaborator, treat peers with respect and dignity, engage all team members as partners to solve problems and support one another with a positive attitude.
SAFETY
We believe safety must be at the forefront of all our decision-making.
We will proactively invest in safe solutions and act consciously every day to keep ourselves, team members and customers safe.
GRIT
We have the passion, determination and work ethics that gives us the ability to push through; to get to the end goal and recognize the obstacles we have overcome along the way.
When we tackle a difficult situation, we are determined to never give up and be the best in the industry.
Diamond Mowers is an EEO/AA Employer M/F/Disability/Vet.