Product Matter Expert - Customer Care

Job overview

The Product Matter Expert - Customer Care is an onsite role based in Kansas City, MO, with a salary range of $60,000–$90,000 per year. This position supports the Engineering department at Custom Truck One Source, a company specializing in heavy equipment solutions. This role serves as the primary technical escalation resource for service operations, providing diagnostic guidance and training to ensure optimal product performance. It contributes to the company's goals by managing the Voice of Customer process and collaborating with engineering teams to drive continuous product improvement.

What you'll do

• Serve as primary escalation resource for service technicians
• provide remote diagnostic consultation
• analyze field service trends
• develop and deliver technical training programs
• support new product launches
• collaborate with engineering teams on product feedback
• manage Voice of Customer feedback
• evaluate complex field failures
• partner with parts and operations teams
• document recurring technical issues.

What we're looking for

Education

Associate's degree in Diesel, Engineering, or Mechanical Technology preferred.

Experience

10+ years of experience in heavy equipment, cranes, or utility trucks.

Skills & competencies

full-time

day shift

kansas city mo

custom truck

product expert

technical support

engineering

mechanical

hydraulic

electrical

$60k-$90k

About the employer

Custom Truck One Source is hiring for this role. Industry: Engineering Services. Sector: 54.