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Urgent! Technical Customer Service Job Opening In Bogotá – Now Hiring Hawk Excavator

Technical Customer Service



Job description

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

  • Frontline support: Own inbound calls/emails/chats; log and triage cases in HubSpot with clean notes and SLAs.
  • 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

  • Excellent English (spoken & written); confident and clear on the phone and in email.

  • 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

Job Type: Full-time


Required Skill Profession

Other General



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    Unlock Your Technical Customer Potential: Insight & Career Growth Guide


  • Real-time Technical Customer Jobs Trends in Bogotá, Colombia (Graphical Representation)

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    Hawk Excavator interview tips for Technical Customer Service

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    • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
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