Technical Support Specialist

Technical Support Specialist

Position Summary

The Specialist manages inbound customer inquiries and repair requests through shared inbox and phone channels owning work that requires interpretation of product variations nomenclature differences and defined modification parameters. This role applies technical judgment to interpret requirements and execute service work within established rules and approved variation boundaries ensuring accurate completion of complex service requests.

Responsibilities

Inbound Request Handling

• Manage inbound customer inquiries and repair requests through shared inbox and phone channels
• Gather and interpret equipment data service history and request context to support technical evaluation and execution
• Interpret requests involving product variations nomenclature differences or incomplete or ambiguous information to define the appropriate service approach within established parameters

Service Execution

• Apply material variant (MV) numbers nomenclature rules product variation structures and defined modification parameters to execute service work
• Generate quotes and supporting documentation for service requests involving product variations or approved modification conditions
• Execute service work requiring interpretation beyond serial-number level processing while remaining within established product and service parameters

Task Progression and Handoff

• Progress assigned work through completion within defined service scope
• Escalate technical limitations system-level issues or validation requirements to Engineering with clear technical context and interpretation history
• Transfer work downstream with accurate definition of requirements decisions made and execution-ready information

Additional Responsibilities

• Perform other duties as assigned in support of departmental operations and evolving business needs

Performance Metrics

Performance is evaluated based on service responsiveness transaction quality routing effectiveness and adherence to service standards. Key measures include:

• Transaction Share
• Resolve Rate
• Issue Routing and Escalation Quality
• Phone Support Responsiveness
• Transaction Quality
• Customer Response Standards

Qualifications

• 4 years of experience in technical support industrial service or a related field
• Strong understanding of industrial mechanical or electrical products
• Experience with product variations nomenclature or structured service systems
• Strong analytical and problem-solving skills
• Effective written and verbal communication skills
• Proficiency with Microsoft Office applications

Preferred

• Experience with ERP systems such as SAP
• Experience with CRM platforms such as Microsoft Dynamics

Physical Demands

• Regular communication by talking and hearing
• Frequent computer use requiring visual focus and prolonged screen time
• Ability to move throughout office manufacturing and repair environments as needed
• Ability to lift and move items up to 50 lbs occasionally