Technical Support Specialist

Overview

A growing manufacturing organization is seeking a customer-focused Technical Support Advisor to support warranty claims, product troubleshooting, and customer service operations. This role is ideal for someone with strong mechanical and electrical troubleshooting skills who enjoys problem-solving, collaborating cross-functionally, and delivering high-quality support to customers and service teams.

The ideal candidate will bring a combination of technical aptitude, communication skills, and a proactive mindset to help resolve product issues efficiently while contributing to continuous improvement initiatives.

Key Responsibilities

• Provide technical support related to warranty claims, equipment returns, and product performance concerns.
• Troubleshoot electrical and mechanical issues using schematics, wiring diagrams, manuals, and technical documentation.
• Review and process warranty claims and returned parts accurately and within required timelines.
• Communicate technical information clearly to customers, technicians, and non-technical stakeholders.
• Document customer interactions, technical findings, and case updates within CRM systems.
• Partner with Engineering, Quality, Operations, and Product teams to identify recurring issues and support product improvement initiatives.
• Follow up on unresolved cases to ensure timely and complete customer resolution.
• Support continuous improvement efforts by identifying opportunities to enhance service processes and documentation.

Qualifications

• Trade school education, factory training, or hands-on experience in refrigeration, electrical, gas, mechanical, or commercial equipment environments.
• Strong troubleshooting experience with electrical and mechanical systems.
• Ability to read and interpret technical documents, wiring diagrams, and schematics.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Strong verbal and written communication skills with the ability to remain professional under pressure.
• Excellent organizational skills with the ability to manage multiple priorities simultaneously.
• Customer-focused mindset with strong active listening and problem-solving abilities.
• Experience supporting foodservice, commercial, or consumer equipment environments is a plus.

What We’re Looking For

• Strong technical aptitude and analytical thinking
• Ability to adapt in a fast-paced service environment
• Team-oriented mindset with cross-functional collaboration skills
• Commitment to safety, quality, and customer satisfaction
• Eagerness to learn new systems, tools, and processes