Technical Support Representative

Technical Support Representative

About the Role

The Technical Support Representative plays a crucial role in driving technical excellence for Brady’s Engraving Solutions business. The role involves providing advanced product support for automated laser engraving and pin marking systems, serving external customers through phone, email, and case management systems.

Responsibilities

• Case Handling: Serve as the first level of support for customers experiencing highly technical problems via phone, email, and chat; accurately document interactions and escalate complex cases to the field service team.
• Technical Support: Provide high-quality technical customer support across our products and services.
• Remote Diagnostics & Testing: Utilize remote desktop tools and electrical test equipment (e.g. multimeters) to isolate hardware, software, and system issues efficiently.
• Case Resolution: Work diligently to resolve cases throughout their lifecycle with a goal of closing 90% of all received cases.
• Customer Relations: Maintain a superior level of professionalism with customers, distributors, and internal teams to build positive, long-term rapport.
• Quality Assurance: Ensure all support is delivered with accuracy and timeliness, staying updated on technological developments to meet both customer needs and core business goals.
• Field Service: Travel may be required for training purposes or as the business requires.

Requirements

• Associate degree, equivalent technical school education or comparable work experience.
• 5+ years of technical support or customer service experience.
• Experience troubleshooting electrical and/or mechanical systems is required.
• PLCs: Diagnosing and recovering automated systems, including PLC ladder logic (Allen-Bradley, Siemens)
• Programming vision systems (Cognex, Keyence)
• Industrial Automation: familiar with motion control systems, sensors, electronics and other electronics
• Solid understanding of Salesforce and/or equivalent CRM systems.
• Excellent written and verbal communication skills paired with strong, decisive decision-making abilities.
• Effective analytical and troubleshooting skills and the ability to manage multiple priorities efficiently while maintaining flexibility to perform other duties as needed.
• Prior experience in a field service or field support role is preferred.
• Ability to support travel including overnight when needed, approximately 10%.
• Valid drivers license required.

Qualifications

• Associate degree, equivalent technical school education or comparable work experience.
• 5+ years of technical support or customer service experience.
• Experience troubleshooting electrical and/or mechanical systems is required.
• PLCs: Diagnosing and recovering automated systems, including PLC ladder logic (Allen-Bradley, Siemens)
• Programming vision systems (Cognex, Keyence)
• Industrial Automation: familiar with motion control systems, sensors, electronics and other electronics
• Solid understanding of Salesforce and/or equivalent CRM systems.
• Excellent written and verbal communication skills paired with strong, decisive decision-making abilities.
• Effective analytical and troubleshooting skills and the ability to manage multiple priorities efficiently while maintaining flexibility to perform other duties as needed.
• Prior experience in a field service or field support role is preferred.
• Ability to support travel including overnight when needed, approximately 10%.
• Valid drivers license required.

Skills

• Excellent written and verbal communication skills.
• Strong, decisive decision-making abilities.
• Effective analytical and troubleshooting skills.
• Ability to manage multiple priorities efficiently.
• Knowledge of PLCs, programming vision systems, industrial automation, and Salesforce.
• Experience with remote diagnostics and testing.
• Ability to support travel including overnight when needed.

Benefits

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision.
• Generous 401(k) with company match.
• Paid time off and holidays.
• Opportunity to participate in incentive programs for all full-time employees.
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance.
• Education reimbursement opportunities.
• Scholarship program for children of Brady employees.
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities.
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management).
• Dress-for-your-day dress code.
• Charitable contributions matched through Brady's Matching Gift program.