Product Technical Support Specialist

About the role

The Product Technical Support Specialist provides advanced phone-based troubleshooting support to customers and field service technicians for commercial and industrial equipment. In this role, you diagnose issues remotely using manuals and schematics, document all service interactions in internal systems, coordinate parts and service needs, and occasionally support equipment in the field. This position is an excellent next step for an experienced Field Service Technician who wants to move into a more advanced technical support role while staying closely connected to industrial equipment and manufacturing environments.

Responsibilities

• Provide advanced technical troubleshooting support by phone to customers and field service technicians for commercial and industrial equipment.
• Handle a high volume of inbound technical support calls and manage voicemail queues efficiently.
• Troubleshoot equipment remotely using manuals, electrical diagrams, schematics, and technical knowledge.
• Document all service calls, troubleshooting steps, and resolutions accurately in company systems.
• Perform outbound follow-up calls to provide additional technical support and ensure issue resolution.
• Assist with identifying and coordinating parts and consumable parts needed for repairs and maintenance.
• Support custom machine testing and troubleshooting activities to ensure proper operation and performance.
• Spend regular time in the manufacturing and shop environment to stay familiar with equipment and systems.
• Occasionally travel to customer and field sites to support technicians with on-site troubleshooting and service.
• Substitute for field service technicians when needed to ensure continuous support and service coverage.

Requirements

• Minimum 4 years of experience working with commercial or industrial equipment in manufacturing and/or field service environments.
• Minimum 3 years of experience troubleshooting electrical control systems.
• Ability to read and understand electrical diagrams and schematics.
• Strong electrical troubleshooting aptitude for complex control systems.
• Experience troubleshooting pumps, valves, and water systems.
• Experience with one or more of the following systems: electrical, gas, steam, pneumatics, or hydraulics.
• Proficiency using computers and the ability to learn service and documentation systems quickly.
• Strong verbal communication skills for effective phone-based technical troubleshooting and customer support.
• Solid customer service skills and a professional, patient approach when working with customers and technicians.
• Accurate data entry skills for documenting service calls and technical information.

Additional qualifications

• Background as a Field Service Technician seeking a transition into an advanced technical support role.
• Experience working in manufacturing or shop environments with industrial equipment.
• Comfort supporting both standard and custom machinery.
• Ability to balance phone-based support with occasional field travel as needed.
• Interest in long-term internal growth opportunities within a technical support or service organization.

Work environment

This is an onsite role with a regular schedule of Monday through Friday, 8:00 a.m. to 4:30 p.m. You work primarily in an office setting handling phone-based technical support, while also spending regular time in the manufacturing and shop environment to stay current with equipment and systems. The position may require occasional travel to customer or field sites to support technicians and provide on-site troubleshooting. The work culture emphasizes internal growth opportunities, technical excellence, and strong collaboration between support, field service, and manufacturing teams.

Pay

$30.00 - $38.00/hr. This is a Contract to Hire position based out of Clearwater, FL.

Benefits

• Health insurance options (HSA and traditional), vision, dental
• Flexible spending and identity protection
• Employee assistance program
• Company-paid short-term and long-term disability coverage
• Paid time off
• Company-paid life insurance
• Robust 401(k) plan with company match