Customer Experience Account Manager

Location: Marshfield, WI

Company: I-State Truck Center

The Customer Experience Account Manager serves as the primary technical resource for customers, service partners, suppliers, sales teams, and assembly operations supporting truck-mounted cranes and vocational equipment. This role is responsible for delivering expert technical support, troubleshooting complex mechanical, hydraulic, and electrical issues, administering warranty programs, developing service networks, and providing post-sale customer support to maximize equipment uptime and customer satisfaction.

The ideal candidate brings a strong background in vocational equipment, truck equipment, heavy-duty service, or related industries and is comfortable serving as the technical liaison between customers, vendors, service providers, and internal teams. Success in this position requires hands-on troubleshooting experience, the ability to resolve equipment issues both remotely and in the field, and a commitment to delivering responsive, solution-oriented customer support.

Duties & Responsibilities Customer & Technical Support

• Serve as the primary support contact for service partners, fleet customers, and repair facilities.
• Provide technical troubleshooting, diagnostics, repair guidance, and programming support both remotely and on-site.
• Assist customers with parts sourcing, repair estimates, warranty questions, and service coordination.
• Deliver remote support utilizing OEM software, TeamViewer, PalRemote, and other diagnostic tools.
• Support critical equipment-down situations and provide after-hours assistance when necessary.

Service Network Development

• Build and strengthen relationships with independent service providers and dealer partners.
• Promote Interstate parts and service support while helping partners improve repair capabilities.
• Coordinate technical and OEM training opportunities.
• Assist with warranty claim submission, repair documentation, and invoicing procedures.

Assembly & Operational Support

• Support Interstate Assembly Systems locations in Marshfield, Fargo, and Surprise, Arizona.
• Act as the liaison between assembly operations, service teams, and customers to ensure build consistency and quality.
• Travel to inspect completed units, address technical concerns, and support resolution of post-sale quality issues.
• Provide guidance related to equipment specifications, weight distribution, certifications, compliance requirements, and repair procedures.
• Communicate field feedback to improve product quality, reliability, and design.

Sales & Account Support

• Partner with sales teams to support customers throughout the equipment lifecycle.
• Assist with equipment commissioning, customer training, and issue resolution.
• Serve as the technical liaison for new-build questions, warranty concerns, and repair responsibility discussions.
• Travel to customer locations to resolve complex technical concerns and strengthen customer relationships.

Supplier & Vendor Management

• Develop and maintain strong relationships with crane manufacturers, suppliers, and service partners.
• Resolve parts availability, pricing, warranty, and technical support issues.
• Coordinate recall campaigns, service bulletins, and corrective action plans.
• Provide vendors with field feedback regarding product performance, reliability, and quality improvements.

Qualifications Required

• High School Diploma or GED.
• Anticipated travel of approximately 35% to customer locations, service partners, assembly facilities, and industry events throughout the assigned territory.
• 5+ years of experience in vocational equipment, truck equipment, heavy-duty truck service, field service, fleet maintenance, or related industries.
• Strong mechanical, hydraulic, and electrical troubleshooting abilities.
• Experience supporting customers, service operations, or warranty processes.
• Excellent communication, organization, and problem-solving skills.

Preferred

• Associate degree in Diesel Technology, Heavy Equipment Technology, Automotive Technology, or related field.
• Experience with truck-mounted cranes, vocational equipment, body upfitting, or OEM service support.
• Familiarity with remote diagnostic software and warranty administration.

Physical Requirements

• Ability to travel frequently throughout assigned territories.
• Ability to work in office, shop, and field environments.
• Ability to inspect equipment and occasionally lift up to 25 pounds.

Employee Benefits

• Competitive Compensation – Be paid your worth!
• Tool Program Available
• Tuition Assistance for continued education and career growth
• Health, Dental & Vision Insurance
• Paid Time Off (PTO) beginning on day one
• 6 Paid Holidays + 2 Floating Holidays
• 401(k) with Company Match
• Company-Paid Life Insurance
• Company-Paid Short-Term & Long-Term Disability
• HealthiestYou Virtual Healthcare
• PPE Reimbursement
• Pet Insurance
• Employee Discounts
• Employee Assistance Program
• Paid Health & Well-Being Screening

Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Interstate Companies is an Equal Opportunity Employer, and we encourage all qualified and interested people to apply for this position by submitting a resume for consideration.

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