Position Summary

The Application Specialist 6 Machine Control provides frontline phonebased and field support for Machine Control solutions. This role serves as a primary callcenter and phone support resource, handling a high volume of inbound technical cases from dealers, customers, and internal teams, while also delivering onsite 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 highvolume phone support environment, excellent communication skills, and the ability to travel extensively to support customers in the field.

Key Responsibilities

Phone & CallCenter Support (Primary Function)

• Serve as a primary responder for inbound phone and casebased support, handling a high daily volume of Machine Control support calls.
• Diagnose and resolve common to intermediate technical issues using documented procedures, wiring diagrams, and configuration guides.
• Provide realtime 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 leads.
• Escalate complex, highimpact, or unresolved issues following defined support escalation paths.

Field & OnSite Support

• Travel to customer job sites and dealer locations (50% travel) to support Machine Control installations, commissioning, and troubleshooting.
• Assist with system setup, calibration, and validation using established processes.
• Support customers during job startup and early production phases to ensure system readiness.
• Represent Professional Services in the field with a strong focus on customer satisfaction and 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 InstructorLed Training (ILT) events as needed.

CrossFunctional Support

• Work closely with Sales, Kitting team, and Professional Services teams to support deployments and customer engagements.
• Provide detailed case notes, logs, and observations to assist Senior Specialists and Engineering teams.
• Support Senior Specialist for engineering investigations through accurate reproduction of field issues and application details.

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, create knowledge articles, quick guides, and technical training program support.

Required Qualifications

• Handson experience with Machine Control systems or related construction technology.
• Experience working in a phone support, callcenter, or ticketbased technical support environment.
• Working knowledge of GNSS systems, basic hydraulics interfaces, electrical systems, and software configuration.
• Ability to manage multiple active cases simultaneously in a fastpaced support setting.
• Strong verbal communication skills and ability to explain technical concepts to nontechnical users.
• Willingness and ability to travel extensively (50%+).

Preferred Qualifications

• Prior Machine Control field technician, or bench technician experience.
• Experience supporting MCX platforms, GNSS receivers, and RTK radios.
• Comfort with remote diagnostic tools, screen sharing, and virtual troubleshooting sessions.
• Experience supporting both callcenter operations and field deployments.

Role Expectations

• Relies on Senior Application Specialists for advanced investigations and technical decisions.
• Operates with structured guidance and defined escalation paths.
• Focus on highquality support execution rather than independent technical leadership.
• Demonstrates reliability, professionalism, and strong customer service in both phone and field environments.

Base Pay

Expected Base Pay Range: Livermore $115,000 to $130,000 Annualized

The base pay range included is a projected hiring range for a position, level and potential work location(s) listed. Topcon provides the compensation range that it in good faith believes it might pay and/or offer for this position. This compensation range is based on a full-time schedule.

Benefits*:

Topcon offers a comprehensive benefit package for this position including medical, dental, vision, life insurance, disability insurance, tax saving spending accounts a 401(k) plan with employer match, tuition reimbursement in addition to other perks and benefits. We also offer time off for our employees to recharge. Our employees are eligible for paid company holidays, paid personal time off, and paid sick time that meets or exceeds state/local requirements.

Topcon reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation; individual candidate compensation may be determined based on individual skills, experience, training, certifications, education, final work location and other factors not related to an applicants sex or other status protected by local, state, or federal law. Changes in the position level, location or other factors associated with the role may change the final determined compensation. The recruiter can provide additional information during the hiring process.

*Topcon time off policies can vary as well as roles which are exempt or non-exempt. For hourly (non-exempt) employees, we offer personal paid time off which accrues in accordance with local standards. For salaried (exempt) employees, we offer a flexible paid time off policy giving you flexibility to take time when needed, while supporting business needs. All paid time off policies are in accordance with or exceeding local law. Employees working at least 30 hours per week are eligible for our Health and Welfare benefit package.