NORTH AMERICA

Technical Service & Scheduling Specialist

Department: Service 
Reports to: Service Manager 

 

 

SUMMARY DESCRIPTION

 

The Senior Technical Service & Scheduling Specialist serves as the primary technical point of contact for customers requiring service and troubleshooting support. This position is primarily based on-site and is responsible for answering technical questions, diagnosing equipment issues, coordinating service activities, and scheduling field service technicians to ensure timely and effective customer support.

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The ideal candidate is a senior-level technical expert with strong mechanical, electrical, and hydraulic troubleshooting capabilities, excellent communication skills, and the ability to translate customer-reported problems into clear service actions.

 

This position is designed to provide strong technical support from the office while minimizing field travel. Approximately 15–25% travel may be required for complex service situations, customer support, training, installations, or other situations requiring senior technical expertise.

 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

Technical Customer Support​

• Serve as a primary technical resource for customers contacting Cosen for equipment service and support.

• Answer customer technical questions by phone, email, and other communication channels.

• Troubleshoot mechanical, electrical, hydraulic, and machine-control issues remotely whenever possible.

• Review electrical and hydraulic drawings to assist in diagnosing equipment problems.

• Determine the likely cause of equipment issues and recommend appropriate corrective actions.

• Provide customers with clear technical instructions and guidance.

• Determine when an issue can be resolved remotely versus when an on-site service visit is required.

• Support customers with machine operation, maintenance, repair, upgrades, accessories, and warranty-related technical questions.

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Service Scheduling & Coordination

• Receive and evaluate customer service requests and determine the appropriate level of service required.

• Prioritize service calls based on equipment condition, customer needs, urgency, technician capabilities, and geographic location.

• Schedule and dispatch field service technicians for customer service calls.

• Coordinate service appointments directly with customers.

• Match service requirements with the technician who has the appropriate technical skills and experience.

• Communicate schedules, customer information, machine information, and technical findings to assigned technicians before dispatch.

• Monitor open service requests and follow up to ensure timely completion.

• Help minimize unnecessary technician travel by resolving technical issues remotely whenever practical.

• Coordinate with internal departments regarding parts, warranty, technical documentation, and other service requirements

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Senior Technical Support

• Provide advanced troubleshooting assistance to field service technicians when difficult technical problems arise.

• Act as an escalation point for complex customer equipment issues.

• Assist technicians with electrical, hydraulic, mechanical, and machine troubleshooting.

• Review recurring service issues and communicate product quality and service feedback internally.

• Support machine installations, upgrades, repairs, accessory installations, and customer training when senior technical expertise is required.

• Provide technical support related to parts identification and parts sales.

• Assist with warranty issue diagnosis and resolution.

• Support the development and technical capabilities of the service team through coaching and knowledge sharing.

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QUALIFICATIONS

 

• Extensive hands-on experience troubleshooting and servicing industrial machinery.

• Strong knowledge of electrical, hydraulic, and mechanical systems.

• Strong ability to read and interpret electrical and hydraulic drawings and schematics.

• Bandsaw or metal-cutting machinery experience is strongly preferred.

• Demonstrated ability to diagnose technical problems remotely through conversations with customers and technicians.

• Strong customer service and communication skills.

• Ability to explain complex technical information clearly to customers with different levels of technical knowledge.

• Strong organizational and scheduling skills.

• Ability to manage multiple customer service requests and changing priorities simultaneously.

• Comfortable making decisions regarding service urgency, technician assignment, and escalation.

• Strong computer skills and ability to document service activities accurately.