Field Service Technology Analyst at Cleveland Brothers
Harrisburg, PA
About the Job
Cleveland Brothers, the largest Cat® dealer in Pennsylvania, northern West Virginia, and western
Maryland, has an immediate opportunity for a Field Service Technology Analyst.
Position Summary:
The Field Service Technology Analyst is responsible for providing technical support and
expertise to Service Technicians, ensuring the optimal functioning of hardware and software solutions
This role involves troubleshooting, maintaining, and upgrading technology products, as well as training and advising on best practices.
Primary Responsibilities:
• Provide technical support to Service Technicians for hardware and software issues.
• Analyze and resolve complex product support inquiries via phone, email, or in person.
• Develop and maintain a deep understanding of products and stay updated with new
technologies.
• Collaborate with product, engineering, and design teams to improve product
supportability and customer satisfaction.
• Create and manage documentation for system configuration, recovery, and maintenance
procedures.
• Conduct training sessions for Service Technicians on new hardware/software features and
updates.
• Assist in the development of support strategies and tools to improve service delivery.
• Work closely with cross-functional teams to prioritize customer issues and escalate as
necessary.
Skills / Knowledge / Qualifications:
• Proven experience in technical support or product support roles.
• Strong knowledge of computer hardware, software, and networking systems.
• Excellent problem-solving and analytical skills.
• Ability to communicate complex technical information clearly and concisely.
• Familiarity with operating system configuration and maintenance.
• Strong customer service orientation and ability to work in a team environment.
Desired Technical Skills/Experience:
2+ Years experience supporting computer Hardware/Software/Operating Systems
2+ years experience troubleshooting Microsoft Windows Operating Systems
Exposure to Caterpillar Equipment and other Construction and/or Power Systems, Truck or similar equipment, technician experience a plus
Previous experience working with heavy machinery is required
High degree of technology proficiency and troubleshooting skills
Good communications skills and ability to work cross-divisionally
Why Join the Cleveland Brothers Team:
•Market Leading Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short- and
long-term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your career to the next level with a dynamic organization that wants to see
you succeed! In addition to room to grow in this role, there are limitless opportunities across 29
locations whether you want to move up, or into another division of the company.
• Stability – Cleveland Brothers has been around for 75 years
Experience tremendous job security
in an essential role with an organization that is around for the long haul.
About Us: Founded in 1948, Cleveland Brothers Equipment Co., Inc., is the exclusive Cat®
dealer of western and central Pennsylvania, northern West Virginia and western Maryland,
providing new, used and rental equipment, parts and service.
Cleveland Brothers supplies a vast variety of solutions and products, including construction
machinery, industrial diesel and gas engines and generators, air compressors and boosters, oil and gas machinery and much more, in addition to full truck service for all makes and models
With 29 locations, customers have access to all of the parts and equipment needed to get the job done, backed by industry-leading technicians and staff
For more information, please visit www.ClevelandBrothers.com.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Maryland, has an immediate opportunity for a Field Service Technology Analyst.
Position Summary:
The Field Service Technology Analyst is responsible for providing technical support and
expertise to Service Technicians, ensuring the optimal functioning of hardware and software solutions
This role involves troubleshooting, maintaining, and upgrading technology products, as well as training and advising on best practices.
Primary Responsibilities:
• Provide technical support to Service Technicians for hardware and software issues.
• Analyze and resolve complex product support inquiries via phone, email, or in person.
• Develop and maintain a deep understanding of products and stay updated with new
technologies.
• Collaborate with product, engineering, and design teams to improve product
supportability and customer satisfaction.
• Create and manage documentation for system configuration, recovery, and maintenance
procedures.
• Conduct training sessions for Service Technicians on new hardware/software features and
updates.
• Assist in the development of support strategies and tools to improve service delivery.
• Work closely with cross-functional teams to prioritize customer issues and escalate as
necessary.
Skills / Knowledge / Qualifications:
• Proven experience in technical support or product support roles.
• Strong knowledge of computer hardware, software, and networking systems.
• Excellent problem-solving and analytical skills.
• Ability to communicate complex technical information clearly and concisely.
• Familiarity with operating system configuration and maintenance.
• Strong customer service orientation and ability to work in a team environment.
Desired Technical Skills/Experience:
2+ Years experience supporting computer Hardware/Software/Operating Systems
2+ years experience troubleshooting Microsoft Windows Operating Systems
Exposure to Caterpillar Equipment and other Construction and/or Power Systems, Truck or similar equipment, technician experience a plus
Previous experience working with heavy machinery is required
High degree of technology proficiency and troubleshooting skills
Good communications skills and ability to work cross-divisionally
Why Join the Cleveland Brothers Team:
•Market Leading Benefits Package: Medical, dental, vision, life insurance, 401(k) match, short- and
long-term disability, health savings account, PTO, Profit Sharing Account.
• Advancement: Take your career to the next level with a dynamic organization that wants to see
you succeed! In addition to room to grow in this role, there are limitless opportunities across 29
locations whether you want to move up, or into another division of the company.
• Stability – Cleveland Brothers has been around for 75 years
Experience tremendous job security
in an essential role with an organization that is around for the long haul.
About Us: Founded in 1948, Cleveland Brothers Equipment Co., Inc., is the exclusive Cat®
dealer of western and central Pennsylvania, northern West Virginia and western Maryland,
providing new, used and rental equipment, parts and service.
Cleveland Brothers supplies a vast variety of solutions and products, including construction
machinery, industrial diesel and gas engines and generators, air compressors and boosters, oil and gas machinery and much more, in addition to full truck service for all makes and models
With 29 locations, customers have access to all of the parts and equipment needed to get the job done, backed by industry-leading technicians and staff
For more information, please visit www.ClevelandBrothers.com.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
