Nexus Technical Support Specialist

Vantage Elevation, LLC is North America’s leading independent manufacturer of elevator components and systems. The company comprises business units including GAL Manufacturing, GAL Canada, BSIS, Hollister-Whitney, Elevator Controls, Courion, Bore-Max, Thames Valley Controls, and Vertical Dimensions. Through its brands, Vantage supplies almost all electro-mechanical devices used in contemporary elevators and employs over 900 staff across the United States, Canada, and the United Kingdom.

About the role

The Nexus Technical Support Specialist serves as the primary technical resource for customers, distributors, field technicians, and internal teams by providing troubleshooting, application guidance, and technical solutions for the Nexus Elevator Control System. This position diagnoses control, electrical, and related electromechanical issues; interprets technical documentation; supports installations and repairs; and collaborates with Engineering, Quality, Manufacturing, and Sales to resolve customer concerns. Support is handled primarily by phone from the Dallas office, with travel when an issue requires on-site assistance. The successful candidate will develop into the subject-matter expert for the Nexus Elevator Control System. Strong electromechanical aptitude, disciplined problem-solving, and clear customer communication are key.

Responsibilities

• Provide technical support primarily by phone, email, and other communication channels to customers, field technicians, distributors, and internal employees.
• Develop and maintain subject-matter expertise in the Nexus Elevator Control System, including its components, operation, applications, diagnostic procedures, and product revisions.
• Troubleshoot electrical, control, communication, product-performance, and related electromechanical issues using technical documentation, engineering drawings, and product specifications.
• Diagnose root causes of customer issues and recommend corrective actions or repair solutions.
• Assist customers with Nexus installation, startup, operation, adjustment, maintenance, and troubleshooting.
• Interpret engineering drawings, wiring diagrams, parts manuals, service information, and technical specifications.
• Ask effective diagnostic questions and guide field personnel through logical, step-by-step troubleshooting procedures.
• Determine whether an issue originates within the Nexus system or from related elevator equipment, field wiring, installation conditions, or application requirements.
• Document customer inquiries, troubleshooting activities, field conditions, and resolutions within the company’s support system.
• Coordinate with Engineering, Quality, Manufacturing, and Sales to resolve complex or recurring technical issues.
• Support warranty evaluations and determine appropriate corrective actions.
• Recommend replacement parts, product upgrades, and service solutions.
• Assist with the development of technical bulletins, troubleshooting guides, FAQs, service procedures, and customer documentation.
• Identify recurring product issues, provide feedback to Engineering and Quality for continuous improvement, and support product testing, validation, and technical training as needed.
• Travel to customer sites or company locations when field conditions or issue complexity require on-site troubleshooting, product support, or training.
• When technical support workload permits, assist Operations and Manufacturing with production activities related to Nexus elevator controls and associated products, including assembly, wiring, testing, inspection, troubleshooting, rework, and production documentation.
• Help identify and communicate production issues that may affect product quality, reliability, serviceability, or customer support.
• Provide additional production support during periods of increased workload, staffing needs, product launches, or other operational priorities.

Requirements

• Associate’s degree in Engineering Technology, Industrial Technology, Electronics, Mechanical Technology, Aviation Maintenance, HVAC, or a related field preferred; an equivalent combination of education, technical training, and hands-on electromechanical experience will be considered.
• Three to five years of experience in technical support, field service, equipment maintenance, manufacturing, engineering support, or industrial equipment.
• Demonstrated experience troubleshooting electrical, mechanical, or electromechanical equipment.
• Strong ability to read and interpret engineering drawings, wiring diagrams, schematics, parts manuals, and technical documentation.
• Excellent analytical, diagnostic, and root-cause problem-solving abilities.
• Strong phone-based customer service, active-listening, and communication skills.
• Ability to ask effective diagnostic questions and explain technical concepts to both technical and non-technical audiences.
• Working knowledge of control circuits and their interaction with motors, relays, contactors, transformers, sensors, switches, brakes, and doors.
• Ability to prioritize multiple issues, maintain responsiveness, and determine when escalation or field travel is required.
• Strong organizational and documentation skills, with the ability to work independently and collaborate across multiple departments.
• Proficiency with Microsoft Office applications.
• Experience using ERP, CRM, or case-management systems preferred.
• Customer-facing technical support experience strongly preferred; relevant experience may come from aviation, HVAC, farm equipment, elevator service, industrial controls, or similar technical fields.
• Experience supporting elevator controls, engineered products, product testing, technical documentation, field troubleshooting, or technical training preferred.
• Familiarity with quality systems and continuous-improvement methodologies preferred.
• Ability to travel as needed.

Work Environment

• Primarily office-based in Dallas, Texas, with extended phone and computer work and regular interaction with Engineering, Manufacturing, Quality, and Customer Service.
• Occasional exposure to manufacturing, testing, installation, and field-service environments requiring appropriate personal protective equipment and adherence to applicable safety standards.
• Limited physical effort, with the ability to perform extended phone and computer work.
• Ability to move safely through manufacturing, testing, installation, and field-service environments.
• Ability to use required personal protective equipment when entering applicable work areas.

Benefits

• Medical, dental, vision, and life insurance.
• HSA (Health Savings Account).
• Employee Assistance Program (EAP).
• Plum Benefits.

Pay

$80,000–$95,000 per year (actual compensation determined based on experience, location, and local legislation).

Schedule

• Full-time, regular day shift.
• Based in Dallas, Texas (in-person).