Product Support Operations Consultant (Construction Equipment)

Location: Wuxi, Jiangsu, China; onsite five days a week; domestic and international travel required.

Company

hirify.global develops and supports construction equipment and heavy machinery for customers and distributors worldwide.

What you will do

• Support product readiness for key projects, new product launches, and growing business demands.
• Partner with OEMs, customers, distributors, and internal teams to resolve technical issues and maximize equipment uptime.
• Lead escalated support cases, quality concerns, warranty and goodwill claims, and root-cause investigations.
• Coordinate actions with Quality, Engineering, Manufacturing, Sales, Aftermarket, Training, Supply Chain, and Service teams.
• Improve distributor and customer support capability through service process improvements and customer satisfaction initiatives.
• Develop product support strategies for key customer segments, including IDC and Mining customers, and coordinate support for exported machine issues across EAME, the Americas, and other regions.

Requirements

• Bachelor’s degree in Mechanical, Engine, Automotive, Electrical Engineering, or a related technical field.
• At least 5 years of experience in product support, technical service, service network management, or engineering within construction equipment, heavy machinery, power, or related industries.
• Strong understanding of machine systems, diagnostics, root-cause analysis, warranty, quality improvement, and corrective action processes.
• Ability to manage OEM and customer pressure and collaborate with Quality, Engineering, Manufacturing, Supply Chain, and Service teams.
• Strong customer focus, service excellence, collaboration, communication, decision-making, priority management, and relationship management skills.
• Ability to manage multiple priorities independently in a fast-paced environment.
• Proficiency in Microsoft Office applications, including Excel, PowerPoint, Power BI, and Word.
• Fluent English communication skills.
• Willingness to travel domestically and internationally as required.

Nice to have

• Experience with continuous improvement, process evaluation, distributor capability development, and strategic customer support planning.

Culture & Benefits

• Full-time onsite work in Wuxi, Jiangsu, five days per week.
• Work with customers, OEMs, distributors, and cross-functional teams across multiple regions.
• Equal opportunity employment.