Technical Support Representative

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.

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

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