TECHNICAL SUPPORT SPECIALIST
Helpdesk & Field Technician Support
POSITION SUMMARY
We are seeking a detail-oriented and technically skilled Technical Support Specialist to join our team. In this role, you will serve as the primary point of contact for field technicians, providing remote helpdesk and phone-based support to diagnose, troubleshoot, and resolve hardware and software issues across a range of electromechanical and electronic systems. The ideal candidate brings hands-on electronics experience, strong communication skills, and the patience to guide technicians of varying skill levels through complex repair procedures.
KEY RESPONSIBILITIES
Helpdesk & Field Technician Support
• Provide helpdesk and phone-based technical support to field technicians in real time
• Communicate clearly and patiently with technicians to diagnose and resolve issues remotely
• Coordinate and assist with the replacement of mainboards, I/O boards, power supplies, and liquid pumps
Hardware Troubleshooting & Repair Assistance
• Troubleshoot I/O boards to identify faults and guide corrective actions
• Diagnose and resolve issues with humidity, magnetic and temperature sensors
• Troubleshoot stepper motor performance and operation
• Analyze pump spray patterns and assist with corrective adjustments
Software & Firmware
• Perform and assist with software and firmware updates on supported devices
• Configure and support general Wi-Fi setup for connected devices
QUALIFICATIONS
Required
• Hands-on experience working with general electronics boards and components
• Demonstrated experience in appliance repair or a related field
• Experience with general Wi-Fi device setup and connectivity troubleshooting
• Excellent verbal communication skills with the ability to clearly explain technical steps over the phone
• Patience and professionalism when working with technicians of varying technical backgrounds
• Strong analytical and problem-solving skills for remote diagnosis
Preferred
• Experience with electromechanical devices and systems
• Experience with Appliance repair and/or Tech Support would be a plus
• Familiarity with stepper motors, liquid pump systems, or environmental sensors
• Background in helpdesk, technical support, or field service coordination
WORK ENVIRONMENT
This position involves frequent telephone and remote communication with field technicians across multiple locations. The role requires the ability to work in a fast-paced support environment, managing multiple cases simultaneously while maintaining a calm and professional demeanor. Occasional hands-on work with hardware components may be required for training or escalation purposes.