Service Technician - Help Desk

Service Technician - Help Desk Support advanced turf equipment operating on farms and golf courses across the country. FireFly Automatix designs and manufactures automated turf harvesting systems and industry leading AMP autonomous mowers. Our customers depend on high-performance mechanical, electrical, and control systems in the field. This is not a traditional IT help desk role. You will support heavy equipment that integrates hydraulics, electrical systems, sensors, controllers, and embedded technology. Position Overview The Service Technician provides technical troubleshooting support for turf grass harvesters and AMP autonomous mowers. You will diagnose mechanical, electrical, hydraulic, and machine control issues remotely and guide customers and field technicians through structured problem resolution. You will not be troubleshooting office computers, printers, or login issues. You will be supporting complex mobile equipment operating in demanding outdoor environments. Key Responsibilities Respond to inbound service calls, emails, and messages from customers operating FireFly equipment Troubleshoot mechanical systems, including drivetrains, hydraulics, cutting systems, and structural components Diagnose electrical issues involving wiring, sensors, controllers, and power distribution systems Support machine control, HMI, and embedded system troubleshooting related to autonomous and semi-autonomous functions Document and manage all service cases in Freshdesk from intake through resolution Lead root cause analysis and coordinate corrective action with Engineering and Manufacturing Work closely with Field Service Technicians to support on site repairs Balance customer uptime with responsible parts and warranty cost management Participate in after hours and weekend on-call rotation as required Travel occasionally to customer sites for training and advanced diagnostics What You Bring Hands-on experience troubleshooting heavy equipment, agricultural machinery, robotics, or industrial equipment Strong understanding of mechanical systems, hydraulics, and electrical troubleshooting Ability to read and interpret blueprints, wiring diagrams, schematics, and technical manuals Experience diagnosing integrated machine systems that combine hardware and control technology Strong analytical thinking and structured problem-solving skills Clear communication skills with the ability to guide customers through technical steps Bilingual English and Spanish skills preferred Preferred Background Experience supporting turf equipment, agricultural machinery, or mobile industrial equipment Familiarity with ticketing systems such as Freshdesk Field service experience or prior equipment support role Work Environment On site role in Salt Lake City, Utah Occasional travel to farms, golf courses, and customer locations Benefits Competitive compensation Medical, dental, and vision coverage 401k retirement plan Paid time off and paid holidays Professional development opportunities If you are strong in mechanical and electrical troubleshooting and want to support advanced autonomous turf equipment in the field, we want to connect with you. Job Type: Full-time Pay: $18.00 - $24.00 per hour Benefits: 401(k) Dental insurance Health insurance Paid time off Vision insurance Education: High school or equivalent (Preferred) Language: Spanish (Preferred) Work Location: In person