About Us
Hawk Excavator and EDDY Pump design and manufacture **industrial pumps, dredging systems, and excavator attachments** for mining, marine, construction, oil & gas, and wastewater.
We're adding a **detail-obsessed Technical Customer Service Agent** to support customers and partners across North America and globally.
What You'll Do
- **Technical troubleshooting**: Guide customers through setup, operation, and basic diagnostics for **pumps, power units, and attachments** (mechanical/hydraulic/electrical).
- **Quoting & order entry**: Build quotes in **HubSpot**; process orders/RMAs and parts picklists in **Epicor** (or similar ERP).
- **Parts identification**: Read drawings, BOMs, and exploded views to identify correct **seals, bearings, liners, impellers, hoses**.
- **Case coordination**: Escalate to engineering/field service; follow through to resolution and confirm customer success.
- **Knowledge base**: Document fixes, FAQs, and how-to guides to reduce repeat tickets.
- **Logistics & warranty**: Coordinate shipments/returns; verify warranty eligibility and approvals.
- **Customer experience**: Drive CSAT/NPS and hit response/resolve time targets.
Must-Haves
- **HubSpot** CRM experience (tickets, deals/quotes, knowledge base).




- Strong **attention to detail** and documentation discipline.
- Demonstrated **technical aptitude** (mechanical/hydraulic/electrical basics).
- Comfortable reading **drawings/BOMs** and using part catalogs.
- Proficiency with **Excel/Sheets** and general office tools.
- Ability to multitask, prioritize, and stay calm under pressure.
Nice-to-Haves
- **Epicor** (or similar ERP: NetSuite, SAP, Infor) for order entry, RMAs, inventory.
- Background in **industrial equipment**, pumps, rotating machinery, or heavy fabrication.
- **Spanish/English bilingual** (helpful for suppliers and customers in MX/US).
- Experience with **remote support tools** (video calls, annotated screenshots).
Success Metrics (what you'll be measured on)
- First-response and resolution time to SLA
- Case quality (complete notes, correct dispositions, KB contributions)
- **CSAT/NPS** and repeat contact rate
- Quote turnaround time and order accuracy
What We Offer
- Competitive pay + benefits (based on location)
- Training on pumps, hydraulics, and our product lines
- Growth path into **Senior Support, Technical Sales, or Product/Service Ops**
Pay: $20,****** - $30,****** per month
Work Location: In person

📌 Technical Customer Service Agent (Tijuana)
🏢 Hawk Excavator
📍 Tijuana