Technical Field Service & Training Specialist

R H Sheppard Co Inc • Hanover, PA • 2h ago

Description

The Technical Field Service & Training Specialist provides expert technical support and delivers training programs for RH Sheppard steering systems and related components to OEMs, distributors, fleets, and dealer networks across North America. This role ensures product reliability, drives customer confidence, and supports sales growth through hands-on troubleshooting, installation guidance, and educational initiatives.

ESSENTIAL DUTIES:

Technical Support

Diagnose and resolve steering system issues at customer sites.

Perform installations, removals, and component testing per engineering requests.

Training & Education

Conduct product training for customers and internal teams.

Lead factory product schools and develop training content for new product launches.

Sales Enablement

Support account managers with technical expertise during customer visits.

Assist in marketing strategy development and product positioning.

Data & Reporting

Document customer interactions and resolutions in CRM on a daily/weekly basis.

Track training effectiveness and provide feedback for continuous improvement.

KNOWLEDGE:

Extensive knowledge of the operation and maintenance of commercial vehicle products, Steering systems, and Electronic Control Systems.

Knowledge of the heavy truck industry, OEMs, suppliers, distribution channels, and trade associations.

Possesses comprehensive knowledge of organizational sales policies and procedures.

Knowledge of customer business and how they operate.

EXPERIENCE:

A minimum of 5 years of vehicle system troubleshooting experience in the commercial vehicle industry.

Strong experience in mechanical and electronic-related products relating to commercial vehicles.

CORE COMPETENCIES:

Teamwork: Demonstrates ability to work well with others to accomplish common goals and build a favorable climate and trusting relationships within teams.

Action-oriented: Demonstrates ability to take action and lead by example. Enthusiastically demonstrates a sense of urgency.

Accountability: Demonstrates ability to take responsibility, maintain a sense of ownership, and follow through on commitments. Sets high standards of performance.

Communication: Demonstrates ability to convey and distribute information effectively and exhibits strong speaking, presentation, written, and listening skills. Ability to create an environment for open communication.

Entrepreneurship and Decision-making: Demonstrates the means to discover opportunities in challenges, seek profit and sustainable growth, make courageous yet sound decisions, and demonstrate a good business understanding.

Strategic and Visionary: Demonstrates the ability to develop strategies aligned to the organization's vision, putting them into action, taking a big-picture view, and considering future influences.

SKILLS:

Strong electrical and mechanical aptitude.

Excellent problem-solving skills, ability to uncover root causes and key drivers of product performance issues, including developing creative solutions that address customer needs.

Utilizes creative/innovative solutions to resolve complex problems/issues.

Customer-first attitude, driven to build and prioritize customer relationships throughout the customer's organization and within RH Sheppard.

Excellent interpersonal, oral, and written communication skills.

Strong presentation skills. Capable of conducting presentations to leadership and small or large groups.

Self-starter. Set your own schedule and manage your time to meet customer demands.

Possesses exceptional planning and organizational skills.

Must be able to prioritize the workload, selecting the customer requests that will benefit the company most.

Must maintain an organized work area from a home office that allows quick and efficient responses to customer needs.

Proficient in the use of electronic test equipment such as Digital Voltmeter, Data Recorders and Computer Diagnostics.

Proficient in the use of hand tools.

Proficient in Microsoft Office products, including Word, Excel, PowerPoint, and Outlook.

Capable of performing in a customer-focused, team-based matrix organization is essential.

Capable of successfully performing independently as well as in a team setting.

Results-oriented with demonstrated capability of meeting tight deadlines.

Pursues training and/or experiences for self-development.

Bi-Lingual- English/ Spanish preferred.

WORKING ENVIRONMENTAL CONDITIONS:

May be exposed to moderate heat, light dust, fumes, extreme temperatures, noise and hazards such as electrical shock or gases. Some outside assignments could involve exposure to adverse weather conditions. Adequate hearing protection is required for 85 decibels and above.

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