Industrial Equipment Technical Support Specialist

Job Description

As a hygiene expert at CFS Technologies, you will:

• Review design specifications to understand the scope, requirements, and function of our products.
• Respond to customer inquiries and technical issues via phone, email, and chat in a timely, professional, and friendly manner across Meritech, Knight, and Lafferty product lines.
• Diagnose and troubleshoot technical issues with automated hygiene equipment and chemical dispensing systems, guiding customers through step-by-step solutions.
• Escalate complex or unresolved technical issues to the Director of Technical Sales or appropriate internal team members.
• Maintain a deep and current understanding of Meritech, Knight, and Lafferty product offerings, including functionality, common failure modes, and recent updates.
• Document all customer interactions, transactions, issues, and resolutions accurately within the CRM and support ticketing systems.
• Process small parts quotes and deliver them directly to customers via email; forward parts orders to the appropriate fulfillment contact.
• Routinely route large parts quotes or complex equipment or service needs to the correct internal team members.
• Collaborate cross-functionally with Sales, Service, Operations, and Product/Engineering teams to resolve customer issues and share recurring Voice of Customer feedback.
• Monitor and report on product failure trends to the Quality and Engineering departments as soon as possible.
• Meet and communicate regularly with Product/Engineering team, collaborating with the Director of Technical Sales to update on product needs from the customer perspective and aligning on the product vision.
• Coordinate with field service and operations teams to communicate order status, parts availability, and delivery timelines to customers.
• Aid in the development and continuous improvement of standard operating procedures, troubleshooting guides, and knowledge base articles.
• Support department and company-wide customer satisfaction and retention goals.
• Follow all company policies and procedures.
• Perform other duties as assigned.

Job Requirements

• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical customers.
• Excellent problem-solving and analytical abilities; able to diagnose and resolve product-related issues efficiently.
• Empathetic, patient demeanor with a genuine commitment to delivering exceptional customer service.
• Technical aptitude sufficient to understand and troubleshoot automated equipment and chemical dispensing systems; experience with Meritech, Knight, or Lafferty products a plus.
• Ability to work independently in a fully remote environment while maintaining accountability and responsiveness.
• Strong organizational skills and attention to detail for documenting customer interactions and managing follow-through.
• Proficiency with CRM systems, support ticketing platforms, and Microsoft Office applications (Outlook, Excel, Word).
• Ability to collaborate effectively with geographically dispersed teams across sales, service, and operations.
• Positive, team-oriented attitude with a strong work ethic.
• Able to regularly perform the following physical requirements, with or without accommodations:
• Frequently: Prolonged periods of standing, sitting, leaning, crouching, and reaching to perform repetitive tasks.
• Frequently: Manual dexterity and hand-eye coordination to evaluate, test, and modify equipment with or without hand tools as needed.
• Frequently: Ability to differentiate between colored wires, tabs, and electronic components.
• Frequently: Must be able to crouch, bend, reach, and lean to inspect equipment.
• Frequently: Carry, lift, push, and pull up to 50 pounds at a time.
• Frequently: Prolonged periods of standing and moving about in various client environments.