Technical Support Engineer

Actalent connects visionary companies with specialized engineering and sciences talent to advance innovation and speed to market.

About the role

As a Technical Support Engineer you will provide advanced remote support for specialized OEM equipment, diagnosing and resolving mechanical, electrical, and control-system issues for customers in the field. The role emphasizes end-to-end case ownership: you will guide customers through detailed troubleshooting, coordinate field support when needed, and ensure accurate parts identification to achieve timely resolutions.

This is a permanent, fully onsite position based in Sussex, WI, and is part of a strategic expansion with multiple openings.

Responsibilities

• Diagnose and resolve issues related to OEM equipment, including dynamometers, control systems, variable frequency drives (VFDs), programmable logic controllers (PLCs), and test cells.
• Troubleshoot pump systems—hydraulic and cooling circuits, flow rates, pressure faults, cavitation, seal failures, and pump-motor coupling issues.
• Identify and resolve sensor-related faults for temperature, pressure, flow, speed, and torque sensors, including calibration drift, signal loss, and wiring faults.
• Apply basic electrical troubleshooting: continuity checks, voltage and current measurement, relay and contactor diagnosis, fuse and breaker fault identification, and motor circuit verification.
• Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to guide customers through clear, step-by-step solutions.
• Conduct remote diagnostic sessions using AnyDesk or equivalent remote-shadowing tools.
• Support parts identification requests with high accuracy, ensuring the correct part is selected for the correct application on the first attempt.
• Act as the primary technical resource for customers requiring remote assistance during active engagements, prioritizing field calls above standard inbound queues to minimize on-site delays.
• Own each support case end-to-end, from first contact through confirmed resolution, maintaining continuity so the engineer who opens the ticket also closes it.
• Coordinate and facilitate field-technician dispatch or on-site engagement when required, while maintaining full case ownership and keeping the customer informed throughout.
• Track all field-assist tickets separately to monitor response time, resolution time, and first-contact resolution rate for field-originated cases.
• Engage Engineering and subject-matter-expert teams directly for Level 3 issues beyond current knowledge, driving resolution while documenting all findings for future reference.

Requirements

• Strong customer-service skills with the ability to support customers professionally during active field engagements.
• Proven troubleshooting skills across mechanical, electrical, and control systems.
• Experience providing product support for complex OEM equipment such as dynos, control systems, VFDs, PLCs, and test cells.
• Mechanical aptitude, including understanding of pump systems, hydraulic and cooling circuits, and rotating equipment.
• Ability to diagnose sensor-related issues—calibration drift, signal loss, and wiring faults for temperature, pressure, flow, speed, and torque sensors.
• Competence in basic electrical troubleshooting: continuity testing, voltage and current measurements, relay and contactor diagnosis, and motor circuit verification.
• Ability to read and interpret schematics, wiring diagrams, P&IDs, and technical manuals.
• Proficiency with remote diagnostic and remote-shadowing tools such as AnyDesk or similar platforms.
• Strong attention to detail and accuracy in identifying and selecting parts for specific applications.
• Ability to manage cases independently, maintaining full ownership from initial contact through resolution.
• Organizational skills to track and monitor field-assist tickets and related performance metrics.

Qualifications

• Experience in technical support engineering, field service, or product support for industrial or OEM equipment.
• Experience working with hydraulic systems, cooling circuits, and pump-motor assemblies.
• Familiarity with test-cell environments and associated control and measurement systems.
• Comfort collaborating with engineering and subject-matter-expert teams to resolve complex technical issues.
• Ability to document troubleshooting steps and resolutions clearly for future reference and knowledge sharing.
• Interest in contributing to the growth and development of a technical support team during a major expansion initiative.

Pay

The pay range for this position is $92,000 – $92,000 per year. Individual compensation within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, and internal equity.

Benefits

• Health and dental coverage
• 401(k) retirement plan
• Bonus potential
• Long-term growth and advancement opportunities