Technical Support Specialist

As a Technical Support Specialist, you will serve as a vital link between our complex mechanical systems and the end-users who rely on them. You will leverage your deep technical expertise to diagnose equipment challenges, provide actionable solutions, and translate field feedback into meaningful product improvements. Responsibilities

• Provide expert-level technical guidance to clients and internal teams via phone and digital channels.
• Diagnose mechanical and electrical malfunctions, offering clear, step-by-step resolution paths.
• Collaborate with cross-functional departments like R&D and Quality Control to address recurring field issues.
• Maintain comprehensive documentation of service interactions within our CRM to drive data-backed improvements.
• Manage order processing and warranty administration using enterprise resource planning software.
• Develop and distribute technical bulletins to ensure consistent service quality across the board.
• Participate in product training initiatives to enhance internal knowledge and service efficiency.

• 5+ years of hands-on experience in a mechanical or technical service environment.
• Proficiency in interpreting complex electrical schematics and illustrated parts lists.
• Strong working knowledge of CRM platforms, AS400, and the Microsoft Office suite.
• Proven ability to troubleshoot intricate mechanical systems under pressure.
• Exceptional communication skills with a focus on customer advocacy and knowledge sharing., * Formal post-secondary education in a technical or engineering discipline.
• Direct experience with heavy equipment or industrial machinery maintenance.
• Prior exposure to SAP or similar large-scale ERP systems.