About the Role
The selected candidate will serve as the primary point of contact for customer technical inquiries, diagnosing problems and delivering timely solutions to ensure product performance and customer satisfaction.
Responsibilities
- Respond to customer inquiries regarding product functionality and specifications
- Diagnose and resolve technical issues reported by clients
- Provide post-sales support for industrial systems and components
- Document support cases and resolution steps in the tracking system
- Collaborate with engineering teams to escalate complex technical problems
- Assist in the development of troubleshooting guides and technical documentation
- Conduct remote diagnostics using available software tools
- Guide customers through installation and configuration processes
- Maintain up-to-date knowledge of product updates and revisions
- Track and report recurring technical issues for product improvement
- Support field service teams with technical insights during on-site visits
- Verify product compliance with technical specifications during support cases
- Participate in training sessions to stay current on new technologies
- Communicate technical information clearly to non-technical users
- Ensure timely follow-up on all open support tickets
- Assist in testing product updates before release
- Coordinate with suppliers for component-level technical details
- Monitor system performance data to anticipate potential failures
- Support warranty claim evaluations with technical evidence
- Maintain confidentiality of customer and product data
- Follow established protocols for handling critical system failures
- Provide feedback to design teams based on field performance
- Assist in creating instructional videos for common procedures
- Support international customers within assigned time zones
- Adhere to service level agreements for response and resolution times
Compensation
Competitive hourly wage with performance-based incentives
Work Arrangement
Hybrid position with office and remote support options
Team
Collaborative team environment with engineering and field service units
Why Join Us
- We offer hands-on experience with cutting-edge industrial technology and a chance to solve real-world engineering challenges.
- Employees benefit from ongoing training, career development, and a supportive work culture focused on innovation and safety.
Physical Requirements
- Must be able to stand for extended periods during equipment testing
- Frequent bending, reaching, and lifting up to 50 pounds
- Ability to work in industrial environments with variable noise and temperature levels
Not available for this position
