Service Technician Specialist

Merlo America is the U.S. branch of Merlo Group, an Italian family‑run company specializing in telehandlers and advanced material‑handling machinery. Headquartered in Rock Hill, South Carolina, it serves industries such as agriculture, construction, forestry, and rental with Italian‑designed equipment.

We are hiring a Service Technician Specialist who will be responsible for providing problem resolution to complex technical issues, including root‑cause analysis, diagnosis, and repair guidance to our dealers. In addition, the specialist will provide input on maintenance and repair of our products and support the development of technical service training materials.

• Deliver dealer and customer satisfaction through quality and timeliness of support provided.
• Provide technical assistance to dealer/customer network.
• Serve as the technical liaison with parts operation.
• Maintain accurate records and provide special reports as requested.
• Complete thorough inspection and correction of any service or operating issues on machines prior to shipment to the dealer/customer.
• Inspection process involves completion of the Receiving Inspection Form (RIF) and Pre‑Delivery Inspection (PDI) form for feedback to global manufacturing for product improvement.
• Field technical problem resolution coordination with global technical support and engineering.
• Identify repetitive failure patterns, recommend and manage field product improvements or other product support campaigns for the products sold in the US market.
• Assist with product technical training when required.
• Maintain relationships/contacts with dealers, suppliers, end‑users, and all Merlo Operating units.
• Fulfill other duties as assigned by the Manager of Product Support.

• 2+ years of experience working with construction equipment
• Willingness to travel up to 20%
• Experience working in a manufacturing setting
• High school diploma or Associate’s degree (preferred
  
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• High energy, self‑motivation, and a proactive mindset
• Strong computer literacy and communication skills (written + verbal)
• Flexibility to work evenings and weekends when needed
• Ability to follow technical instructions and troubleshoot independently
• Strong technical aptitude and decision‑makeing skills
• Capacity to manage multiple complex projects under tight deadlines
• Excellent organizational skills and attention to detail
• Ability to adapt quickly, solve problems, and shift priorities
• Team‑oriented with the ability to work independently
• Familiarity with safety practices and occupational hazards
• Professionalism, reliability, and a calm demeanor under pressure

• Go 2 Steps Beyond:
  We are always thinking about how we innovate and improve our work. Every day, we show up ready to do whatever necessary to support end users, dealers and our team.
• Be Resourceful:
  We take the initiative to identify issues, find answers and problem‑solve where possible. We believe in bringing suggestions or ideas when we need to ask for help. We believe in adapting quickly when changes are needed and look for ways to say “yes.”
• Challenge Ideas, Not People:
  We treat everyone with respect and empathy, but we are also willing to speak honestly to address issues. It is okay to disagree with an idea, but we also seek ways to come back together after.