Topcon Positioning Group is headquartered in Livermore, California, USA (topconpositioning.com).
We design, manufacture and distribute productivity tools for developing a brighter future. Whether cultivating the earth or building upon it, Topcon brings innovation in workflow automation and seamless connectivity of data to construction, geopositioning and agriculture industries focused on developing a sustainable tomorrow.
Topcon is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of race, color, religion, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, genetic information, or other legally protected status.
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Position Title: Professional Services – Machine Control Application Specialist
Cost Center: E820
Hiring Manager: Kai Cheatem
Location: Remote
Travel Requirement: up to 50%
New or Existing Position: New
Position Summary
The Application Specialist – Machine Control provides field support and phone-based support for Machine Control solutions. This role serves as in the field support and phone support resource, handling a high volume of inbound technical cases from dealers, customers, and internal teams, while also delivering on‑site field assistance and training.
The position focuses on execution, responsiveness, and delivery of consistent support using established documentation, workflows, and escalation paths. While technical in nature, this role does not function as a technical authority and does not involve complex investigations, product architecture decisions, or foundational documentation.
This role requires strong troubleshooting skills, comfort operating in a high‑volume phone support environment, excellent communication skills, and the ability to travel extensively to support customers in the field.
Key Responsibilities
Field & On‑Site Support
- Travel to customer job sites and dealer locations to support Machine Control installations, commissioning, and troubleshooting activities.
- Assist with system setup, calibration, and validation using established processes.
- Support customers during job startup and early production phases to ensure system readiness.
- Represent the Professional Services team in the field with a strong emphasis on customer satisfaction, clear communication, and effective issue resolution
Dealer & Customer Training
- Deliver onsite and remote training using approved training materials and existing curricula.
- Reinforce correct system operation, troubleshooting techniques, and best practices with dealers and customers.
- Support Instructor‑Led Training (ILT) events as needed.
Cross‑Functional Support
- Work closely with Sales, Product Platform, and Professional Services teams to support deployments and customer engagements.
- Document detailed case notes, logs, and observations to assist Senior Specialists and Engineering teams with analysis and resolution
- Support Senior Application Specialist for engineering investigations through accurate reproduction of field issues and application details.
- Assist Sales teams with system quotes, dealer meetings, demonstrations, and trade show events as needed.
Phone & Call‑Center Support
- Serve as a responder for inbound phone and case‑based support, handling a high daily volume of Machine Control support cases/calls.
- Diagnose and resolve common to intermediate technical issues using documented procedures, wiring diagrams, and configuration guides.
- Provide real‑time troubleshooting guidance to dealers and customers over the phone, screen sharing, and remote tools.
- Accurately document cases, troubleshooting steps, and resolutions to support knowledge sharing and escalation.
- Identify trends in recurring issues and communicate patterns to Senior Application Specialists or team leaders.
- Escalate complex, high‑impact, or unresolved issues following defined support escalation paths.
Documentation & Process Adherence
- Utilize existing technical documentation, wiring diagrams, setup guides, and workflows during support activities.
- Create and provide feedback on documentation usability and field accuracy.
- Follow established support procedures, case management standards, and communication guidelines.
- Create detailed, high quality defect reports and technical documentation (e.g., JIRA tickets) to support efficient engineering resolution.
- Contribute to improvement of eLearning curriculum, creating knowledge articles, quick guides, and technical training program support.
Required Qualifications
- Hands‑on experience with Machine Control systems or related construction technology.
- Working knowledge of GNSS systems, basic hydraulics interfaces, electrical systems, and software configuration.
- Ability to manage multiple active cases simultaneously in a fast‑paced support setting.
- Strong verbal communication skills and ability to explain technical concepts to non‑technical users.
- Willingness and ability to travel as needed up to 50%
Preferred Qualifications
- Previous experience as a Machine Control field technician or bench technician.
- Hands-on experience supporting MCX platforms, mmGPS/LPS. GNSS receivers, and RTK radio systems.
- Proficiency with remote diagnostic tools, including screen sharing and virtual troubleshooting.
- Ability to read and interpret basic technical wiring diagrams, voltages, hydraulics and signal flows.
- Experience providing both phone-based technical support and on-site field deployments.
- Practical experience operating heavy equipment and installing machine control systems on Dozers, Motor Graders, and Excavators
.
Role Expectations
- Leverage Senior Application Specialists for advanced troubleshooting and technical investigations.
- Operate effectively within established procedures, guidelines, and defined escalation paths.
- Emphasis on delivering consistent, high-quality support execution rather than independent technical leadership.
- Demonstrate reliability, professionalism, and a strong customer service mindset in both phone-based and on-site support environments.
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