Technical Support Specialist

We are looking for a Technical Support Specialist who can be the customer's expert on the other end of the phone - someone with real mechanical knowledge of small engines and outdoor power equipment, who can talk a customer through a problem, diagnose what's actually wrong, and get them back up and running.

This is a customer-facing role with a strong technical core. You will spend time on the phone with homeowners walking them through troubleshooting. You will also help with warranty determinations, write up technical notes on recurring issues, and occasionally get hands-on with a unit in our facility to verify a fix or test a theory. We want someone who is friendly, patient, and genuinely good with people AND who actually understands how a small engine works.

This is not a customer service rep position that we are upskilling into technical support. We are hiring for the mechanical knowledge directly.

What you'll do

• Answer inbound customer calls and emails for technical support on Cyclone Rake systems.
• Diagnose mechanical, electrical, and operational issues over the phone using clear, patient questioning.
• Walk customers through troubleshooting steps and basic repair procedures (engine starts, drive system, vacuum performance, hose and impeller issues).
• Determine warranty eligibility on engine and unit issues and route appropriately.
• Coordinate with Purchasing and Parts when a customer needs a replacement part shipped.
• Coordinate with Engineering on recurring technical issues - capture field data and feed it back to the team.
• Document common problems and write up internal troubleshooting notes that the rest of the CS team can use.
• Get hands-on in our shop when needed to verify a repair, test a theory, or evaluate a returned unit.
• Escalate complex issues, brand or safety concerns, or unhappy customers to the CS Supervisor.
• Maintain accurate notes in our case management system on every customer interaction.

Do you have experience in Mechanical troubleshooting?, Do you have a High school diploma or GED?, * Real mechanical knowledge of small engines and outdoor power equipment - through work, training, or serious hobby experience.

• Ability to diagnose mechanical and operational issues based on customer descriptions over the phone.
• Customer-friendly demeanor - patient, calm, clear, and good at translating mechanical concepts into plain English for a homeowner.
• Strong written communication for case notes and internal documentation.
• Comfort with computers - Microsoft 365, web-based case management, basic data entry.
• Willingness to be on the phone.
• High school diploma or equivalent required.

Nice to have

• Small engine repair certification or technical school coursework.
• Experience in a power equipment dealership, mower repair shop, marine/powersports service department, or similar.
• Background in customer-facing technical support - phone, video, or chat-based.
• Familiarity with lawn and garden equipment categories beyond just engines (drive systems, hydraulics, blade/impeller systems).
• Experience documenting troubleshooting procedures or writing customer-facing how-to content.

Physical requirements

• Primarily seated at a desk on phone and computer; occasional movement to our shop floor for hands-on diagnostics.
• Ability to lift and/or move up to 40 pounds when handling a unit or assembly in the shop.
• Close vision, color vision, and depth perception sufficient for inspecting mechanical parts and units.

Pulled from the full job description

• Referral program
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Competitive hourly wage ($25.00 - $28.00 / hour DOE).
• Health, dental, and vision insurance.
• Paid time off and holidays.
• 401(k) with company match.
• Stable, year-round employment with a profitable, 30-year-old Connecticut manufacturer.
• A team that values mechanical know-how and treats you like the expert you are - not just another phone rep., * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance