Product Support Technician

About the role

Masaba, Inc. is a leader in the manufacturing of material handling equipment, known for durable, reliable products that support demanding industrial operations. The company emphasizes American craftsmanship and takes pride in producing equipment that meets rigorous performance standards. Team members contribute to building solutions that customers depend on for strength and longevity in the field. Masaba values quality, safety, and a strong work ethic, offering opportunities to grow within a company focused on dependable, American-made products.

Responsibilities

• Provide technical support to customers and internal teams, including diagnosing issues, troubleshooting equipment problems, and recommending corrective actions.
• Respond to support inquiries and guide customers through product operation and maintenance.
• Document solutions and recurring issues.
• Collaborate with engineering, production, and sales to resolve complex product challenges and improve product reliability.
• Maintain detailed records of customer interactions and ensure that customer concerns are addressed promptly and professionally to support long-term satisfaction.

Qualifications

• Strong product support skills, including understanding of material handling equipment and its applications.
• Proficiency in troubleshooting and technical support to diagnose mechanical and electrical issues and recommend solutions.
• Experience in customer support and focus on customer satisfaction, with the ability to communicate clearly and professionally.
• Basic mechanical and electrical aptitude; ability to read technical drawings, manuals, and schematics is preferred.
• Effective problem-solving skills, attention to detail, and ability to manage multiple support cases simultaneously.
• Comfort working in an on-site industrial manufacturing environment, adhering to safety standards and procedures.
• Relevant technical certification or vocational training in industrial maintenance, mechanics, or a related field is beneficial.
• Previous experience in equipment manufacturing, field service, or related technical roles is a plus.