Load King Customer Care - Matter Expert.

• Load King Customer Care
• Matter Expert.
• Job Description
• Department
• : Engineering

• Reports To:

• Chris Wallace
• Sr. Product Designer

• FLSA Status:

• Exempt

• Salary Grade:

• $60•$90K •

Date:

• 04/20/2026

• Location:

• Kansas City, MO

• Summary:

• The Subject Matter Expert (SME) serves as the primary technical escalation resource and expert consultant for service operations, customers, engineering, and cross-functional teams.

Functioning primarily in an office-based capacity, the SME provides remote diagnostic guidance, owns the Voice of Customer (VOC) process, develops and delivers technical training programs, and collaborates with engineering on product development and service strategy. This position requires deep product knowledge, strong analytical skills, diagnostic capability, and demonstrated ability to exercise independent judgment and make recommendations on matters impacting service operations, customer satisfaction, and product performance while supporting continuous product improvement through field insights and cross-functional collaboration.

• Essential Duties and Responsibilities:

• + _Serve as the primary escalation resource for service technicians requiring advanced troubleshooting guidance on complex mechanical, hydraulic, and electrical issues.

_ + _Provide remote diagnostic consultation and technical guidance to field technicians, dealers, and service personnel to resolve escalated equipment issues._ + _Use discretion to analyze recurring field service trends and recommend corrective actions to improve product reliability and service efficiency._ + _Develop and deliver technical training programs for service technicians, customers, and internal teams on proper equipment operation, maintenance, and troubleshooting procedures,_ _based on independent judgment of business needs._ + _Support new product launches by assisting with service readiness planning, technical documentation feedback, and training development._ + _Collaborate with engineering teams to provide real-world product feedback and evaluate product performance, serviceability, and design improvements._ + _Own and manage Voice of Customer (VOC) feedback by gathering field insights and communicating recommendations that influence product development priorities._ + _Support warranty teams by evaluating complex field failures, identifying root causes, and recommending warranty determinations when technical expertise is required._ + _Partner with parts, operations, and service leadership teams to improve product support processes and ensure efficient issue resolution._ + _Develop documentation of recurring technical issues, recommended solutions, and best practices to improve organizational knowledge sharing._ + _Recommend service process improvements, operational efficiencies, and product support strategies based on field performance data and customer trends._ + _Participate in cross-functional meetings and provide technical recommendations regarding product improvements, service strategies, and operational decision-making._

• Required Skills and Qualifications:

• + _Associate's degree in Diesel Technology, Engineering Technology, Mechanical Technology, or related field preferred.

Equivalent technical expertise may be considered._ + _10+ years of experience in heavy equipment, cranes, utility trucks, or related industries._ + _Advanced knowledge of hydraulic, electrical, mechanical, and control systems._ + _Strong analytical skills with the ability to assess complex technical issues and recommend solutions._ + _Demonstrated ability to exercise independent judgment and make recommendations on matters impacting service operations, customer satisfaction, and product performance._ + _Strong written and verbal communication skills._ + _Ability to collaborate effectively across engineering, operations, sales, service, and warranty teams._ + _Proficiency in reading technical drawings, schematics, service manuals, and engineering documentation._

• Working Conditions and Physical Requirements:

• + _Primarily office-based role with regular use of computers, phones, and virtual communication tools.

_ + _Occasional travel to customer sites, training events, manufacturing facilities, or trade events as needed (estimated less than 20%)._ + _Limited exposure to shop or field environments for observational, training, or product evaluation purposes._ + _Ability to sit for extended periods while reviewing technical documentation and supporting remote troubleshooting efforts._ + _Occasional lifting of materials or equipment up to 20 lbs._ + _This job description is not intended to cover all responsibilities and may be modified as business needs evolve._

• I have read and understand all the requirements of this position. I can perform the essential functions of this job, with or without a reasonable accommodation.
• _Custom Truck One Source is an Equal Opportunity Employer and_ _provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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