National Tech Support Specialist

Position Summary

The National Technical Support Specialist provides advanced technical assistance to customers, Field Service Representatives (FSRs), and internal service teams. This role focuses on diagnosing and resolving complex issues related to hardware, software, programming, applications, and machine operations. Acting as a second-level support resource, the Specialist ensures the timely resolution of escalated technical concerns, collaborates with manufacturers, and supports documentation and parts identification efforts. Occasional on-site service may be required to resolve critical issues.

Essential Functions:

• Technical Support & Troubleshooting
  • Accurately identify and comprehend customer issues across software and application domains.
  • Take ownership of all National-level technical support cases, ensuring timely resolution.
  • Troubleshoot Woodwop Software, Nesting, Scanners, Barcode topics and other Homag Software
• Factory & Internal Liaison
  • Act as a direct liaison to manufacturers for escalated technical issues.
  • Collaborate with the Parts Department for technical issues and accurate parts identification.
  • Assist Documentation Specialists in identifying and fulfilling customer documentation needs.
• Customer Engagement & Reporting
  • Provide clear communication and guidance to customers and internal teams during issue resolution.
  • Document work performed, problems encountered, and customer feedback in detailed call reports.
• Onsite Service
  • Perform on-site machine service when remote resolution is not possible.
  • Recognize and mitigate safety hazards in accordance with company standards.

Qualifications

• Technical schooling, apprenticeship programs, or bachelor's in computer science or software engineering.
• Experience with Woodwop is a nice to have
• Strong diagnostic skills for Software and Application.
• Willingness to travel domestically and internationally.
• Valid driver’s license

Skills and Abilities

• Exceptional verbal and written communication skills for internal and external collaboration.
• Ability to adapt to changing priorities and manage competing demands effectively.
• Strong multitasking capabilities with excellent organizational skills.
• Advanced problem-solving and decision-making abilities to address complex operational challenges.
• Self-starter with a high degree of initiative and independence in driving results.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint).

Work Environment:

• Office / Cubicle / Warehouse / Customer-Site
• Office location in Grand Rapids (Mi) or Highpoint (NC) preferred