Technical Support Technician

This position starts with onsite training at our Statesville, NC facility so you can learn our equipment, systems, and support processes. Once training is successfully completed, the role will transition to a hybrid schedule.

As a Technical Support Technician, you'll serve as a key resource for customers across North America, helping them keep their car wash systems operating efficiently. You'll combine technical expertise with excellent customer service to diagnose issues, guide repairs, and provide solutions that create a positive customer experience.

What You'll Do

Be the First Line of Technical Support

• Answer customer phone calls, emails, and support tickets regarding equipment and system issues.
• Walk customers through troubleshooting steps and repairs over the phone.
• Provide clear, professional communication while helping customers resolve technical challenges.

Troubleshoot and Solve Problems

• Diagnose issues involving electrical systems, controls, networking, software, hardware, sensors, pneumatic systems, hydraulic systems, power distribution, and internet connectivity.
• Analyze system data and logs to identify root causes and recommend solutions.
• Escalate complex issues when necessary while maintaining ownership of customer follow-up.

Support System Setup and Testing

• Assist with system configuration and setup for new installations.
• Participate in testing and quality assurance activities to verify functionality and performance.
• Help identify product improvements through customer feedback and troubleshooting trends.

Document and Track Issues

• Accurately record customer interactions and technical issues in the support ticket system.
• Maintain detailed documentation of troubleshooting steps and resolutions.
• Contribute to our internal knowledge base to improve future support efforts.

Additional Responsibilities

• Participate in an after-hours on-call rotation for emergency customer support.
• Travel occasionally to customer sites for troubleshooting, installation support, or training (less than 10% travel).
• Support other technical and operational initiatives as needed.

Do you have experience in Microsoft Office?, Do you have a Associate's degree?, * Strong technical troubleshooting skills and a passion for solving problems.

• Previous experience supporting industrial equipment, automation systems, controls, manufacturing equipment, car wash equipment, maintenance systems, or similar technologies.
• Ability to confidently assist customers over the phone and explain technical concepts in a clear, easy-to-understand manner.
• Experience using electrical test equipment, hand tools, and diagnostic tools.
• Working knowledge of electrical, mechanical, pneumatic, and hydraulic systems.
• Comfortable using Microsoft Office, ERP systems, and ticket management software.
• Associate Degree in Industrial Technology, Electronics, Mechatronics, or a related field preferred. Equivalent hands-on experience will also be considered.
• Ability to stay organized, manage multiple priorities, and maintain a positive attitude during high-volume support situations., * Mechanical troubleshooting: 1 year (Preferred)
• PLC: 1 year (Preferred)

Ability to Commute:

• Statesville, NC 28677 (Required)

Pulled from the full job description

• AD&D insurance
• 401(k)
• Health insurance
• Retirement plan
• Paid time off
• Employee discount
• Vision insurance, * Hybrid work schedule following successful onsite training
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life & AD&D Insurance
• Short-Term & Long-Term Disability Insurance
• 401(k)
• Paid Time Off
• Flexible Spending Account
• Health Savings Account
• Employee Assistance Program, * 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Founded in 1981, AUTEC is a leading manufacturer of automatic car wash equipment, providing turnkey solutions for auto dealerships, convenience stores, quick lube centers, and investors across North America. Our product lineup includes soft-touch, touch-free, combination, and polishing systems designed to deliver reliable, fully automated operation and exceptional wash performance. For more than four decades, we've helped customers grow their businesses through innovative equipment, dependable support, and long-term partnerships.