Manufacturing Technical Support Specialist

Primary Responsibilities

• Provide technical expertise and support to customers, Field Service Engineers, Third Party Service providers and other global technical customer support personnel in troubleshooting (fault isolation) equipment issues.
• Escalate more complex customer issues as needed to the appropriate teams for timely resolution.
• Aid customers with general technical product information and parts identification requests.
• Offer feedback to Engineering on high failure components.
• Review and recommend critical spare parts inventory for global hubs to reduce customer machine downtime.
• Work with the Field Service Manager to promptly coordinate and schedule on-site service.
• Perform all other functions requested that are within the scope of this job, and as deemed necessary or appropriate by the organization manager.

Position Skills And Experience Requirements

• Associate degree (A.A./A.S.) required; Bachelor's degree (B.A./B.S.) preferred
• Minimum of 2 years of relevant technical or field service experience
• Demonstrated ability to troubleshoot and isolate mechanical, electrical, and system-related faults
• Strong mechanical aptitude with working knowledge of electrical systems and computer hardware/software
• Excellent customer service skills with the ability to build and maintain positive customer relationships
• Understanding of customer satisfaction and retention principles
• Effective conflict resolution, problem-solving, and negotiation skills
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Strong verbal and written communication skills
• Ability to manage multiple priorities and work independently with minimal supervision
• Willingness and ability to travel domestically up to 10% of the time

Compensation Information

The pay rate will depend on the successful candidate’s qualifications and prior experience. The range for this position is: $72,500 - $85,000.

Enjoy competitive compensation and generous benefits that includes Health, Dental, Vision, Life and LTD insurance, Paid Parental Leave, 401k (with match), a generous tuition reimbursement program and more.