Technical Support Representative (Lincoln, NE, US, 68528)

Company Details Vancer was formed to create custom maintenance-of-way (MOW) equipment for rail clients. Our employees are the cornerstone of our business and key to ensuring we develop and deliver successful solutions that meet the needs of our railroad customers. Position Overview As a Technical Support Representative at Vancer, you’ll transition from hands-on mechanical work to virtually guiding end users and managing service projects from start to finish. Serving as the primary technical point of contact for Vancer’s railroad maintenance-of-way customers, this role is ideal for machine experts ready to advance their technical service careers. You’ll expand your troubleshooting expertise while learning to organize projects, train customers, and manage service vendor partnerships. Along the way, you’ll build strong customer relationships and connections through digital channels- phone, computer, and video- while enjoying the opportunity to broaden your impact across North America. The ideal candidate would have at least 10 years of Diesel Technician experience with 5 years of work in Caterpillar systems. This is a remote role. If you have any questions prior to applying, please reach out to our Recruiting team at [email protected] or 402-891-7555. PRIMARY JOB DUTIES: • Research, analyze, and diagnose complex technical issues for assigned product lines, leveraging prior experience, technical guides, known issues, and external resources. Deliver clear, concise, and timely resolutions to customer inquiries. • Provide exceptional customer service by keeping customers informed of progress and estimated completion timelines to ensure high satisfaction. • Communicate status updates on quotes promptly to internal and external customers. Follow up after repairs to maintain strong customer relationships. • Open, process, and close service repair quotes and work orders using standard procedures. Gather accurate problem details from customers and secure service manager approval when required. • Verify warranty and service contract coverage. Inform customers of required services, recalls, and DOT inspections. Ensure all orders are accurate, supportable, and aligned with invoices. • Identify and communicate add-on sales opportunities to customers. • Convert quotes to work orders or close them as appropriate. • Coordinate research and order parts as needed. About Vancer BENEFITS: Medical (and FSA/HSA plans), Dental, Vision Insurances Paid Vacation and Holidays Company-paid Basic Life Insurance Supplemental Term Life Insurance 401(k) with Profit Sharing Tuition Reimbursement and In-house Training Dept. Paid Military Leave Short and Long-Term Disability Safety Glasses and Boot Program ABOUT VANCER: Built in Nebraska, Vancer was founded to engineer, build, and distribute quality, innovative and safe maintenance-of-way (MOW) equipment for the railroad industry. By working closely with Class I railroads, Vancer has developed and supplied high quality, MOW solutions that help maintain thousands of miles of track each year. At Vancer, we take great pride in keeping our finger on the pulse of the rail industry. We listen. We learn. And we are committed to finding successful solutions for our railroad customers for many years to come. Vancer is an equal opportunity employer and affords equal opportunity to all applicants for all positions. Vancer shall abide by the requirements of 41 CFR §§ 60-1.4(a), 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, or national origin. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, protected veteran status or disability.