Product Support Technician

Description:

About the Company:

LEEBOY Inc., part of the FAYAT Group, is a global leader in the production of commercial asphalt pavers and road maintenance equipment. With more than 60 years of industry expertise, we deliver reliable, high-quality machinery that supports road construction professionals worldwide. We value integrity, innovation, and agility, and we recognize our employees as our most important asset. Our commitment to excellence continues to strengthen the trust placed in our products and our brand.

About the Job:

The Rapid Response Technician plays a critical role in delivering exceptional technical support to dealers and customers across our network. Based in our Lincolnton manufacturing facility, this hands-on position focuses on troubleshooting, equipment support, training, and field service to ensure optimal product performance and customer satisfaction. This role requires a strong technical background, a customer-first mindset, and the ability to respond quickly in dynamic environments.

This position is primarily onsite at our Lincolnton, NC facility, with approximately 25% travel to dealerships, customer locations, and worksites to diagnose and resolve equipment-related issues.

Key Responsibilities

• Serve as a primary technical resource for dealers, providing expert troubleshooting and resolving equipment issues in a timely manner
• Track, escalate, and follow up on unresolved technical concerns to ensure full resolution and customer satisfaction
• Document and report field issues related to quality, reliability, durability, and safety using established systems and processes
• Install, commission, and support new or modified equipment at customer locations to ensure proper operation and performance
• Partner with Engineering and cross-functional teams to diagnose issues, drive root-cause analysis, and minimize equipment downtime
• Deliver technical training programs (“service schools”) for distributors, dealer technicians, and customers
• Educate end users on proper and safe equipment operation
• Respond promptly to service requests, prioritizing customer needs and maintaining a high level of responsiveness and professionalism

Requirements:

Qualifications

• 3–5 years of experience in technical support, service, or field operations within heavy equipment, construction, paving, or a related industry
• Demonstrated experience delivering technical training to groups (dealer technicians, customers, or internal teams)
• Strong mechanical and technical aptitude; certifications or technical degrees are a plus
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts clearly
• Proficiency with computer systems and applications (Microsoft Office, Windows environments, and general internet tools)
• Proven ability to build strong relationships with customer and stakeholders
• Must be able to work onsite at our Lincolnton, NC manufacturing facility
• Willingness to travel (up to 25% or more based on business needs), including occasional overnight travel
• Flexible and adaptable, with a commitment to seeing tasks through to completion