Technical Support Specialist

About the role

The Technical Support Specialist serves as a frontline technical resource for customers across the full product portfolio. This role provides responsive, knowledgeable support to diagnose equipment issues, identify root causes, and determine effective corrective actions. Using technical expertise, product knowledge, equipment documentation, and strong problem-solving skills, the Technical Support Specialist guides customers through troubleshooting and resolution. Solutions may include equipment adjustments or settings, replacement parts, remote or telephone support, or coordinating on-site field service. The role works closely with Engineering, Field Service, Parts, and other internal teams to ensure customer issues are resolved accurately and in a timely manner.

Responsibilities

• Provide customers with timely and effective support for technical inquiries and equipment issues.
• Troubleshoot mechanical, electrical, controls, and equipment performance issues to identify root causes and recommend corrective actions.
• Coordinate the resolution of customer issues by engaging Engineering, Field Service, Parts, and other internal technical resources as needed.
• Support the Marlen Parts team with identification of replacement parts and appropriate alternative or substitute parts to meet customer needs.
• Create, manage, document, and close technical support cases within the case management/ticketing system.
• Coordinate field changes and corrective actions, including defining the scope of work and driving activities through completion.
• Maintain timely and accurate documentation of customer issues, troubleshooting activities, recommendations, and resolutions.
• Provide equipment reliability and field performance feedback to Engineering and collaborate on product and equipment improvements.
• Partner with Engineering to develop field solutions for obsolete, discontinued, or difficult-to-source components.
• Manage customer requests for equipment modifications, upgrades, and rebuilds, ensuring the scope and technical requirements are clearly defined and accurately quoted.
• Participate in technical training, technician meetings, and product development activities as required.
• Follow all company, customer, and applicable industry safety requirements and safe work practices.
• Other assigned duties.

Requirements

• Relevant education, technical training, or equivalent work experience that demonstrates the knowledge and skills required for the position.
• Prior experience supporting, troubleshooting, or servicing industrial or manufacturing equipment preferred.
• Minimum of four years of relevant technical experience, including three to five years of experience in a manufacturing or industrial equipment environment.
• Strong understanding of manufacturing, mechanical, electrical, and engineering processes.
• Ability to read and interpret mechanical and electrical drawings, schematics, and equipment documentation.
• Experience with automation machinery and food processing equipment preferred.
• Working knowledge of PLC-based control systems and industrial automation.
• Strong troubleshooting and diagnostic skills with the ability to systematically identify root causes.
• Experience using AI tools, such as Microsoft Copilot, in a technical or professional environment.
• Software development or programming experience is a plus.
• Technical writing and documentation experience.
• Provide after-hours and weekend technical support to customers as needed.
• Ability to travel up to 25%.

Competencies

• Customer Focus: Provides responsive, professional support.
• Sense of Urgency: Responds quickly and follows issues through resolution.
• Problem Solving: Identifies root causes and develops effective solutions.
• Technical Aptitude: Applies technical knowledge to troubleshoot equipment issues.
• Attention to Detail: Maintains accurate and complete information.
• Teamwork: Collaborates effectively with customers and internal teams.
• Self-Management: Organizes priorities and manages multiple issues effectively.
• Communication: Clearly communicates technical information verbally and in writing.

Physical demands

The employee is frequently required to sit for extended periods and use hands and fingers to operate computer equipment, handle paperwork, use a telephone, and work with product-related components. The employee is occasionally required to stand, walk, and reach. Required vision abilities include close vision and color vision. The employee must occasionally lift and/or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Work environment

Work is performed in office, manufacturing, customer, and field environments. Noise levels are generally moderate but may be high in production areas. The employee may work near moving mechanical parts, industrial vehicles, and operating equipment. Required personal protective equipment must be worn in designated areas. Travel by airplane and automobile is required on an occasional basis.

Benefits

• Competitive compensation.
• Comprehensive benefits designed to support employees’ health, well-being, and financial security.
• Paid holidays and paid time off.
• Education, training, and development opportunities, including educational assistance.
• A cross-functional, team-oriented workplace focused on customer success and continuous improvement.
• Opportunities to support our communities through Doing Good volunteer initiatives.
• Core values that guide how we work: Do What’s Right; Champion Customer Success; Respond Fast, Deliver Faster; Work Together, Win Together; and Ignite What’s Next.