Technical Support Specialist (Electrical & Mechanical)

Job Type
Full-time
Description
The Technical Support Specialist is responsible for providing in-house technical support and solutions to customers and diagnosing and resolving technical issues. This role demands a blend of technical expertise, problem-solving skills, customer-service focus, and excellent communication abilities. After initial training, the Technical Support Specialist will complete some off-site service jobs in the local vicinity of headquarters as needed.
Essential Duties and Responsibilities:

• Provide first-line support to customers via phone and email.
• Guide users through step-by-step solutions for common technical problems.
• Escalate complex issues to higher-level support or engineering teams.
• Stay current with industry trends, technologies, and best practices.
• Deliver exceptional customer service and maintain a positive relationship with customers.
• Manage and prioritize multiple support requests to ensure timely resolution.
• Following up with customers to ensure a positive customer experience.
• Provide customers with quotes for work or equipment needed post service visit; determine best long-term method for needed repairs and translate solutions using CTI products and services when possible.
• Communicates with OEM's and distributors to obtain non-CTI parts determined to be needed after service visits as documented on AAR's received from Technicians.
• Order parts upon receipt of customer POs and provide lead time information to scheduling team.
• Prepare walk-through notes for customers based on Field Technician findings and work with Sales Department as needed throughout the quoting process.
• Assist with other departmental roles (scheduling, safety, portables, etc.) as backup when needed.
• Travel to customer facilities as needed to calibrate, troubleshoot, and repair gas detection systems and sensors. This may require short-notice travel.
• Complete reports for safety documentation to meet OSHA standards for completed field service jobs.

Requirements
Knowledge, Skills & Abilities:

• Basic understanding of field device functionality in the industrial environment.
• Basic understanding of electronic circuits and various relays, and how to troubleshoot.
• Functional familiarity of PLC's, logic, and industrial control system purposes.
• Experience with drop-in type electrical equipment installation.
• Knowledge of AC/DC circuitry.
• Experience using a DMM and troubleshooting 120VAC and 24VDC circuits and controls.
• Experienced knowledge of and high ability to exercise component and personal safety.

Qualifications:

• High School degree or equivalency (required).
• Associate's degree in Electronics, or two (2) years of experience in industrial controls or industrial maintenance (preferred).
• Must be 21 years of age with a reliable vehicle & acceptable driving record.
• Must be able to perform non-sedentary work in various extreme conditions.
• Ability to problem-solve, troubleshoot, and work autonomously with little oversight, and with high attention to detail.
• Ability to work in all industrial environments.
• Excellent verbal and written communication skills.
• Excellent interpersonal and engagement skills.
• Proficient in common word processing, spreadsheet, database, and web-based applications.

Salary Description
Base pay: $24/hour