Technical Service/Support Specialist

A manufacturing facility in Charlotte, NC is looking for a Technical Service and Scheduling Specialist. They are looking to interview candidates ASAP. This role is fast paced and demanding. This company is growing quickly and willing to train for upward progression. This is a Direct Hire opportunity. This will operate off the 1st shift schedule Monday-Friday.

salary: $62,400 - $66,560 per year shift: First work hours: 8 AM - 5 PM education: High School

Responsibilities

Essential Duties & Responsibilities

Technical Customer Support

• Serve as primary contact for customer equipment support via phone, email, and digital channels.
• Remotely troubleshoot mechanical, electrical, hydraulic, and control systems using technical drawings and schematics.
• Evaluate issues to determine remote resolution steps versus on-site service requirements.
• Assist customers with machine operation, maintenance, repairs, upgrades, accessories, and warranty inquiries.

Service Scheduling & Coordination

• Evaluate incoming service requests, prioritize calls, and schedule/dispatch field service technicians based on skill set, urgency, and geography.
• Provide technicians with comprehensive job details, technical findings, and site information prior to dispatch.
• Monitor open service requests through completion while minimizing unnecessary travel through effective remote support.
• Coordinate with internal departments regarding parts, warranty coverage, and technical documentation.

Senior Technical Escalation & Mentorship

• Serve as the escalation point for complex diagnostic challenges for both customers and field technicians.
• Assist with difficult installations, upgrades, repairs, and parts identification.
• Analyze recurring issues to provide feedback on product quality and reliability.
• Coach and mentor service team members to expand internal technical capabilities.

The essential functions of this role include:

• working in a smoke free environment
• manual lifting up to 50lbs

• standing for 8 hours at one time Skills

• Electrical Knowledge (6 years of experience is preferred)
• Hydraulic Knowledge (4 years of experience is preferred)
• Mechanical Systems Knowledge (4 years of experience is preferred)
• Read Electrical Schematics
• Hydraulic Schematic Experience
• Bandsaw Machine Experience
• CNC Machining Experience
• Customer Support
• Remote Technician Support

• Client Service Qualifications

• Years of experience: 5 years

• Experience level: Experienced Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you’re looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status. At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com. Pay offered to a successful candidate will be based on several factors including the candidate’s education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility). This posting is open for thirty (30) days. , Essential Duties & Responsibilities Technical Customer Support

• Serve as primary contact for customer equipment support via phone, email, and digital channels.
• Remotely troubleshoot mechanical, electrical, hydraulic, and control systems using technical drawings and schematics.
• Evaluate issues to determine remote resolution steps versus on-site service requirements.
• Assist customers with machine operation, maintenance, repairs, upgrades, accessories, and warranty inquiries.

Service Scheduling & Coordination

• Evaluate incoming service requests, prioritize calls, and schedule/dispatch field service technicians based on skill set, urgency, and geography.
• Provide technicians with comprehensive job details, technical findings, and site information prior to dispatch.
• Monitor open service requests through completion while minimizing unnecessary travel through effective remote support.
• Coordinate with internal departments regarding parts, warranty coverage, and technical documentation.

Senior Technical Escalation & Mentorship

• Serve as the escalation point for complex diagnostic challenges for both customers and field technicians.
• Assist with difficult installations, upgrades, repairs, and parts identification.
• Analyze recurring issues to provide feedback on product quality and reliability.
• Coach and mentor service team members to expand internal technical capabilities.

The essential functions of this role include:

working in a smoke free environment

manual lifting up to 50lbs

standing for 8 hours at one time

• Electrical Knowledge (6 years of experience is preferred)
• Hydraulic Knowledge (4 years of experience is preferred)
• Mechanical Systems Knowledge (4 years of experience is preferred)
• Read Electrical Schematics
• Hydraulic Schematic Experience
• Bandsaw Machine Experience
• CNC Machining Experience
• Customer Support
• Remote Technician Support
• Client Service

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