Technical Support Specialist

This is an exciting opportunity to join a well-established manufacturing organization as a Technical Support Specialist. This is a hands-on technical customer support role responsible for serving as a primary point of contact for customers and internal teams, providing technical guidance, troubleshooting equipment and process issues, identifying root causes, and recommending effective corrective actions., * Provide technical support to external customers through phone and email, troubleshooting equipment and application-related issues.

• Serve as a primary point of contact for technical support inquiries and work to ensure timely and effective resolution.
• Coordinate responses to customer issues by gathering information and collaborating with internal service, engineering, quality, and other technical teams.
• Create, manage, document, and close technical support cases within the company’s case management system.
• Maintain flexibility with working hours to accommodate customer and technical support coverage requirements.
• Participate in a rotating after-hours technical support schedule.
• Provide equipment reliability feedback to quality engineering and collaborate on opportunities for product and process improvements.
• Attend technical training programs and travel with field service personnel to gain hands-on experience with equipment, applications, and customer environments.
• Develop technical documentation, procedures, troubleshooting guides, and training materials for technical support and field service teams.
• Apply sound troubleshooting and root-cause analysis techniques to identify issues and recommend corrective actions.
• Promote a high level of customer service while effectively communicating technical information to both technical and non-technical audiences.

The Technical Support Specialist will leverage technical expertise, product knowledge, documentation, and hands-on experience to resolve issues quickly and effectively. This may include recommending process adjustments, equipment modifications, replacement parts, or coordinating onsite technical support. The role requires strong problem-solving abilities, excellent communication skills, and a customer-focused approach., * 3-5 years of experience working in a manufacturing environment.

• 5+ years of experience in packaging, automation, industrial equipment, or a related technical environment, with experience in field service, engineering, manufacturing, or technical support.
• Solid understanding of manufacturing and engineering processes.
• Ability to read and interpret mechanical and electrical drawings.
• Strong troubleshooting, problem-solving, and root-cause analysis skills.
• Experience working with PLC-based controls preferred.
• Experience with Salesforce or another CRM/case management system preferred.
• Technical writing experience preferred.
• Excellent verbal and written communication skills.
• Strong customer service skills with a sense of urgency and attention to detail.
• Ability to work effectively both independently and as part of a cross-functional team.
• Ability to manage priorities, time, and resources effectively in a fast-paced environment.
• Willingness to travel up to 15%.