What are the responsibilities and job description for the Technical Customer Service and Sales Support position at Vacuum Technique LLC?
This role supports customers, internal teams, and Sales reps by providing technical support on vacuum pumps, blowers, and related vacuum systems and vacuum tank components. The technical support person will help troubleshoot issues, ensure product quality, manage documentation, and support continuous improvement across manufacturing and service operations.
Responsibilities to include:
Technical Support
- Provide first-line technical assistance to customers, distributors, and sales representatives.
- Diagnose mechanical and performance issues with vacuum pumps and blowers.
- Guide customers through troubleshooting steps, maintenance procedures, and installation best practices.
- Review system configurations and recommend appropriate steps to test and evaluate equipment.
Quality Assurance
- Investigate product failures, warranty claims, and performance deviations.
- Case management on products and returns for customers.
- Collaborate with engineering and production teams to resolve quality issues.
- Maintain quality records, test data, and inspection reports.
Documentation & Reporting
- Create and update technical manuals, service bulletins, troubleshooting guides, and FAQs.
- Document customer interactions, issue resolutions, and recurring technical problems.
Product Testing & Validation
- Assist with incoming inspection, in-process testing, and final product verification.
- Validate performance of repaired or refurbished units.
Customer & Field Support
- Provide on-site technical support when required (installations, audits, failure analysis).
- Train customers and distributors in product operation and maintenance.
- Support warranty evaluations and communicate findings professionally.
Experience requirements
- Strong mechanical aptitude with rotating equipment, vacuum systems, or industrial machinery.
- Ability to read engineering drawings, schematics, and technical specifications.
- Experience with troubleshooting and quality.
- Excellent communication and customer service skills.
- Proficiency with diagnostic tools, measurement instruments, and test equipment.
- Microsoft office suite with power point.
Knowledge
- Ability to effectively communicate in English, both verbally and in writing.
- Proficient in math and computer operations.
Educational requirements
- Associate or Bachelor's degree in Mechanical Engineering, Industrial Technology or related field.
Additional requirements
- Proactive and commitment to solve problems "do not let a problem remain before the sunset".
- Solid and effective communication skills - verbal, written and interpersonal.
- Strong problem-solving mindset.
- Ability to stay calm under pressure when troubleshooting.
- Detail-oriented with strong documentation habits.
- Collaborative and comfortable working across departments.
- Be able to lift up to 50 pounds
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
On-Site
This role requires you to work on-site at our office in Traverse City, United States (US). You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Talent Acquisition Team: Lori L Kerlin
Vacuum Technique LLC is an equal opportunity employer and does not discriminate in hiring or employment related decisions because of race, color, sex, religion, national origin, age, disability, sexual preference, genetic information, protected veteran status or any other protected class.