Technical Support Representative

Technical Support Representative - Traceability

Our office in Cranberry Township, PA is seeking a Technical Support Representative - Traceability to join our Engraving Solutions business supporting industrial laser systems.

This is not an IT help desk role; you will be providing hands-on and over-the-phone technical support directly to external customers. In this high-impact position, you will serve as a primary technical point of contact, resolving customer issues remotely via phone and digital ticketing, or identifying when to dispatch field service for an on-site visit. When inbound case volume permits, you will also perform hands-on testing, diagnostics, and repairs on equipment sent into our facility.

Responsibilities include:

• Phone & Case Management: Serve as the primary technical contact for external customers. Work inbound technical support cases and proactively call customers back to troubleshoot, diagnose, and resolve hardware and software issues over the phone.
• Escalation & Field Routing: Leverage technical resources, schematics, and remote diagnostic tools to solve issues remotely. When remote resolution isn't possible, properly scope and transition the customer to an on-site service visit by a field service.
• In-House Bench Repair: During periods of low case volume, conduct hands-on testing, diagnostics, and repairs on customer equipment shipped to our facility. Document findings, repair actions, and status updates directly within the system.
• Remote Diagnostics: Utilize remote desktop software, multimeters, and electrical testing equipment to systematically isolate hardware and system faults.
• Customer Relations: Maintain a high standard of professionalism, clear communication, and follow-through with customers, distributors, and internal technical teams.
• Field Support: Support field service with onsite customer visits, as needed basis.