Technical Support Specialist

Position Summary

The Technical Support Specialist provides technical support and troubleshooting assistance for company products before, during, and after installation. This role serves as a key point of contact for customers, helping diagnose and resolve equipment, software, and operational issues while delivering exceptional customer service. The ideal candidate works closely with Engineering, Sales, and Operations teams to identify solutions, improve product performance, and ensure customer satisfaction.

Essential Responsibilities

Customer Support & Troubleshooting

• Respond promptly to customer inquiries and technical support requests.
• Troubleshoot equipment, software, and system issues in a timely and effective manner.
• Diagnose technical problems and recommend corrective actions.
• Escalate complex issues to Engineering or other departments as necessary.
• Follow up with customers to ensure issues are resolved and expectations are met.
• Maintain detailed records of customer interactions, troubleshooting activities, and resolutions.

Product Knowledge & Technical Assistance

• Develop and maintain expert knowledge of company products and applications.
• Provide technical support via phone, email, and remote communication tools.
• Assist customers with installation, operation, maintenance, and troubleshooting procedures.
• Interpret technical drawings, diagrams, and product specifications as needed.
• Support product improvements by communicating customer feedback and field observations.

Cross-Functional Collaboration

• Work closely with Engineering, Sales, Manufacturing, and Project Management teams to resolve customer issues.
• Participate in problem-solving discussions and continuous improvement initiatives.
• Assist in developing technical documentation, troubleshooting guides, and training materials.
• Support internal teams with product information and technical expertise.

Training & Education

• Educate customers on best practices for product use, maintenance, and troubleshooting.
• Conduct product demonstrations and training sessions as required.
• Assist in the creation and maintenance of technical support resources and knowledge bases.

Qualifications

Required

• Associate's degree in a technical field or equivalent work experience.
• 3+ years of technical support, customer service, or troubleshooting experience.
• Strong mechanical and technical aptitude.
• Experience using Microsoft Office applications and Windows operating systems.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to prioritize tasks and manage multiple projects in a fast-paced environment.
• Strong organizational skills and attention to detail.

Preferred

• Experience supporting industrial, manufacturing, automation, or mechanical equipment.
• Ability to read and interpret electrical, mechanical, or plumbing diagrams.
• Experience with CRM or ticketing systems.
• Knowledge of remote support tools and diagnostic software.

Competencies

• Customer-focused mindset
• Technical troubleshooting expertise
• Strong communication and interpersonal skills
• Time management and organizational skills
• Critical thinking and root-cause analysis
• Team collaboration
• Adaptability and flexibility

Benefits

• Competitive salary
• Health, dental, and vision insurance
• Paid time off and holidays
• Professional development opportunities
• Collaborative and team-oriented work environment

Reports To: Technical Support Manager / Engineering Manager

You should be proficient in:

• low voltage electric