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Remote L2 Production Support Jobs in Arizona (NOW HIRING)

Twenty5

IT Support Engineer | USA Only

Phoenix, AZ · Remote

$60K - $80K/yr

This is a remote position. IT Support Engineer | USA Location: USA Type: (Remote / Hybrid ... Our product is a feature-rich enterprise application built on top of SAP Business Technology ...

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Remote L2 Production Support information

What is the difference between Remote L2 Production Support vs Remote L1 Support?

AspectRemote L2 Production SupportRemote L1 Support
ResponsibilitiesHandling complex issues, troubleshooting, and escalation managementInitial issue triage, basic troubleshooting, and ticket logging
Skills & CertificationsTechnical troubleshooting, knowledge of systems, certifications like ITIL or CompTIACustomer service skills, basic technical knowledge
Work EnvironmentSupport teams, technical environments, often in 24/7 shiftsHelpdesk or call center environment, front-line support
Common UsageOrganizations requiring tiered support for complex systemsEntry-level support roles for initial customer contact

Remote L2 Production Support focuses on resolving complex technical issues and escalations, requiring specialized skills and certifications. In contrast, Remote L1 Support handles basic troubleshooting and initial customer contact. Both roles are essential in a support hierarchy but differ in complexity and technical depth.

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Remote L2 Production Support jobs near you

Heavy Equipment - Technical Product Support Specialist (Remote)

Reputable Recruiting

Scottsdale, AZ • Remote

$30 - $40/hr

Full-time

Posted 15 days ago

Job description

SUMMARY
Reporting to the Manager of Technical Support, this individual will be a Strategic Accounts Product Support Specialist, combining excellent customer service skills with strong account management support. Assisting customers with the day-to-day inquiries and troubleshooting customer care. The ideal candidate is able to collaborate with other team members effectively, providing technical expertise on Hitachi construction equipment products while managing multiple priorities and resolving complex technical challenges.
RESPONSIBILITIES
Technical Support
  • Partner with strategic accounts to diagnose and resolve technical issues in a timely manner
  • Monitor and review active cases across the dealer network to ensure prompt resolution
  • Create and manage detailed Field Information Reports (FIRs) with accurate troubleshooting data
  • Track and ensure completion of all service campaigns within required timelines
  • Provide remote troubleshooting support using Hitachi diagnostic software
  • Deliver training and technical guidance to strategic account technicians
  • Support additional tasks and initiatives as assigned by management
Parts/Warranty Support
  • Provide technical parts assistance to strategic accounts
  • Ensure parts manuals and documentation are current within Smart Equip
  • Collaborate with HCMA parts teams to deliver accurate technical support
  • Assist strategic accounts in properly filing warranty claims
  • Partner with accounts to improve warranty reimbursement rates and processes
EDUCATION/QUALIFICATIONS
  • 5-10 years of hands-on experience with excavators and wheel loaders
  • Advanced knowledge of hydraulic, electrical, and powertrain systems
  • Strong customer-focused mindset with a service-oriented approach
  • Proficiency in Microsoft Office (Word, Excel) and general computer skills
  • Exceptional attention to detail and a proactive, positive attitude
  • Strong communication, presentation, and collaboration skills
  • Excellent organizational and prioritization abilities
  • Self-starter with the ability to work independently and within a team
  • Demonstrated problem-solving skills with creativity and sound judgment

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