Technical Customer Support Lead

About the Company

HSG Tech Inc. is an American Subsidiary of HSG Laser who is a fast-growing supplier in the global metal forming solution industry. We believe intelligent manufacturing changes future. Customers in 100 countries have used and recognized our equipment and service. Please visit the web site for details about HSG: www.hsglaser.com

Position Purpose:

The Technical Customer Support Lead serves as the primary point of contact for customers requiring technical assistance with HSG equipment and automation systems. This role is responsible for receiving and troubleshooting customer inquiries, coordinating service activities, routing issues to the appropriate internal resources, and ensuring customer issues are resolved in a timely and professional manner. Working closely with the Service Manager, Field Service Engineers, Products, Parts, and Sales, this position supports the continuous improvement of customer support processes, documentation, and operational efficiency while helping build a scalable after-sales support function.

Primary Responsibilities:

• Serve as the primary point of contact for customer technical support requests received by phone, email, and other communication channels.
• Troubleshoot equipment and application issues remotely, providing technical guidance and resolving customer concerns whenever possible.
• Determine the appropriate course of action for customer issues, including remote resolution, replacement parts, field service dispatch, or product support escalation.
• Coordinate the scheduling and dispatch of field service staff based on customer priorities, technical requirements, geography, and resource availability.
• Maintain ownership of customer support cases from initiation through resolution, ensuring timely follow-up and consistent communication with customers.
• Escalate complex technical issues to Products or Service leadership while maintaining visibility and accountability throughout the resolution process.
• Maintain accurate customer records, technical documentation, and service histories within company systems.
• Monitor customer support activity, response times, and case backlogs to ensure timely resolution and identify trends requiring attention.
• Develop, document, and continuously improve technical support procedures, troubleshooting guides, knowledge base articles, and standard operating procedures.
• Participate in root cause analysis and corrective action initiatives for recurring product or service issues.
• Recommend and implement improvements to customer support workflows, communication practices, reporting, and service coordination processes.
• Support special projects and other departmental initiatives as assigned.

Secondary Responsibilities:

• Assist in developing training materials, technical documentation, and onboarding resources to improve knowledge sharing across the organization.
• Support the implementation and continuous improvement of customer support systems, CRM tools, case management processes, and reporting capabilities.
• Analyze customer inquiries and service trends to identify recurring issues and recommend opportunities to improve products, processes, and customer satisfaction.
• Collaborate on customer handoffs to ensure smooth transitions from equipment installation to long-term support.
• Assist in maintaining customer-facing technical resources, FAQs, and service communications.
• Participate in customer visits, equipment installations, acceptance testing, trade shows, training events, or demonstrations as required.
• Provide backup support for service administration, dispatch coordination, or other after-sales support functions during periods of increased workload or as required.
• Remain current on HSG products, software updates, automation technologies, and industry best practices through ongoing technical training.

Position Requirements:

• Bachelor's degree in Engineering, Business, Operations Management, or a related discipline; equivalent combination of education and experience will be considered.
• Minimum of 3-7 years of experience in technical customer support, field service operations, service coordination, industrial equipment, manufacturing, or a related customer-facing technical environment.
• Strong mechanical and technical aptitude with the ability to quickly learn HSG products, equipment operation, and troubleshooting processes.
• Experience supporting industrial equipment, automation systems, capital equipment, manufacturing machinery, or other complex technical products is strongly preferred.
• Demonstrated ability to troubleshoot technical issues, gather critical information, exercise sound judgment, and coordinate appropriate resources to achieve timely customer resolutions.
• Excellent customer service, interpersonal, and communication skills, with the ability to effectively communicate technical information to customers with varying levels of technical knowledge.
• Proven ability to manage multiple customer issues simultaneously while maintaining organization, accuracy, and attention to detail in a fast-paced environment.
• Experience coordinating service technicians, scheduling field service activities, or managing technical support workflows is preferred.
• Demonstrated ability to collaborate effectively with other cross-functional teams to resolve customer issues.
• Experience developing or improving technical documentation, standard operating procedures, workflows, knowledge base articles, or other process documentation is preferred.
• Strong analytical, problem-solving, and continuous improvement skills with the ability to identify opportunities to improve customer support processes and operational efficiency.
• Proficiency with Microsoft Office applications required; experience with Microsoft Dynamics, Salesforce, CRM platforms, ERP systems, or customer ticketing software is strongly preferred.
• Self-motivated with the ability to work independently, prioritize competing demands, and demonstrate initiative with minimal supervision.
• Willingness to travel up to 20%, including customer visits, equipment installations, training, trade shows, and business meetings as required.
• Ability to participate in meetings across multiple time zones and respond to critical customer issues outside of normal business hours when business needs require.

HSG is committed to ensuring equal employment opportunities to all qualified persons without regard to race (including associated hairstyles), color, religion, sex, gender identity, sexual orientation, national origin, ancestry, citizenship status, age, marital status, genetic information, military status, unfavorable discharge from military service, order of protection status, pregnancy, arrest record, disability, or any other status protected by applicable law. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. HSG participates in E-Verify and conducts pre-employment drug testing and background checks as part of our hiring process.