Customer Support Engineer

Overview: As a valued member of the XL Specialized Trailers team, the Customer Support Engineer plays a key role in delivering technical expertise and customer-focused support throughout the trailer lifecycle.

This position bridges the gap between customers, dealers, and internal departments-providing accurate trailer quotes, resolving service and warranty issues, and designing parts and solutions for service orders.

The ideal candidate combines mechanical design knowledge with strong communication, organization, and problem-solving skills to ensure a seamless customer experience from quote to after-sale support.

• Customer Support & Service Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries. Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers. Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback. Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
• Serve as a technical resource for customers and dealers, providing timely responses and solutions to inquiries.
• Support warranty activities by assisting with technical evaluations, gathering field information, coordinating with internal teams, and ensuring timely communication and follow-up with customers.
• Troubleshoot mechanical and hydraulic issues using engineering principles and field feedback.
• Prepare and maintain accurate documentation of customer interactions, service issues, and resolutions in the CRM system.
• Quoting & Estimating Prepare accurate trailer and service quotes, including pricing, options, and technical configurations. Support the sales team with technical insight to ensure product specifications meet customer requirements. Collaborate with design and production teams to confirm feasibility, costs, and lead times. Enter trailer and service orders into the ERP system with accuracy and attention to detail, ensuring data integrity and timely processing.
• Prepare accurate trailer and service quotes, including pricing, options, and technical configurations.