Product Support Specialist

Location: Fairfield, OH

Travel: Yes, up to 25%

Department: Oper

Reports to: Regional Director of Product Services

Type: Full-time

Overview

Liftra is seeking a hands-on Product Support Specialist to support customers operating Liftra self-hoisting cranes and related lifting equipment worldwide. This role is ideal for someone with a strong mechanical background — such as a mechanical engineer, heavy equipment technician, crane technician, millwright, diesel/heavy equipment mechanic, or advanced industrial mechanic — who enjoys troubleshooting complex equipment and solving real-world mechanical problems.

The position focuses on supporting the safe operation, maintenance, troubleshooting, and repair of heavy lifting equipment in the field. The successful candidate will work closely with customers, field service teams, engineering, and production to resolve mechanical, hydraulic, and equipment performance issues while helping improve product reliability and serviceability.

This is not an IT or desktop support position. The role is centered around industrial equipment, heavy machinery, hydraulics, mechanical systems, and field troubleshooting.

Key Responsibilities

Customer Support & Equipment Troubleshooting

• Serve as a primary technical contact for customers experiencing operational or equipment-related issues with Liftra cranes and lifting systems.
• Provide remote troubleshooting support via phone, email, video calls, and technical documentation.
• Diagnose and assist customers with mechanical, hydraulic, structural, electrical, and operational issues on heavy equipment.
• Support customers during installation, commissioning, operation, maintenance, and repair activities.
• Assist customers and field technicians with troubleshooting of hydraulic circuits, mechanical assemblies, sensors, and control systems.
• Escalate complex or recurring technical issues to engineering teams when required.
• Ensure customers follow safe operating and troubleshooting procedures.

Service Support Activities

• Support field service personnel and external service providers during troubleshooting, maintenance, and repair activities.
• Occasionally travel to customer sites, wind farms, ports, or project locations to support inspections, commissioning, repairs, or investigations.
• Assist with warranty investigations, equipment failures, and root cause analysis activities.
• Support development of repair recommendations and corrective action plans.
• Perform advanced maintenance activities including mechanical inspections, hydraulic troubleshooting, calibrations, and equipment adjustments.

Technical Documentation & Reporting

• Create and maintain troubleshooting guides, service procedures, inspection reports, and technical bulletins.
• Document customer issues, troubleshooting activities, findings, and resolutions within internal systems.
• Assist in improving service manuals, maintenance instructions, and technical documentation.
• Support development of customer and technician training materials.

Product Improvement & Cross-Functional Support

• Communicate field feedback and recurring technical issues to engineering and product development teams.
• Participate in product improvement initiatives and corrective action activities.
• Assist with testing and validation of product updates or field modifications.
• Support continuous improvement efforts related to product reliability, maintainability, and serviceability.
  

Qualifications

Required Qualifications

• Bachelor's degree in Mechanical Engineering, Industrial Engineering, Manufacturing Engineering, or a related technical discipline.
• Strong hands-on experience troubleshooting and repairing industrial equipment, cranes, lifting systems, heavy machinery, construction equipment, agricultural equipment, mining equipment, or similar mechanical systems.
• Strong understanding of hydraulic systems, mechanical systems, rotating equipment, and industrial machinery.
• Ability to read and interpret technical drawings, hydraulic schematics, mechanical assemblies, and electrical diagrams.
• Strong troubleshooting and root cause analysis skills.
• Comfortable working around large industrial equipment and in field environme