Electro-Mechanical Technical Support Specialist

Job Description

Job Description

An established manufacturer of thermal processing and environmental testing equipment is hiring an Electro-Mechanical Technical Support Specialist to join its team in New Columbia, Pennsylvania. The organization designs and manufactures industrial and laboratory ovens, furnaces, and environmental temperature cycling and stability test chambers used across industries including aerospace, defense, electronics, pharmaceutical, medical, energy, transportation, and materials processing.

This position serves as a key technical resource for customers and field service personnel, providing remote troubleshooting assistance and helping identify solutions to electrical, mechanical, HVAC, and controls-related equipment issues. The successful candidate will work closely with internal teams and field service engineers to investigate problems, coordinate service requirements, and provide accurate technical guidance while maintaining a strong focus on customer satisfaction.

Key Responsibilities:

- Serve as a primary technical resource for customers and field service technicians by providing timely troubleshooting assistance and product support through phone, email, and service ticketing systems.
- Investigate equipment issues by gathering information from customers, field personnel, and internal resources to determine appropriate corrective actions.
- Assist with identifying service requirements, necessary replacement parts, and scope-of-work details for the creation of accurate aftermarket service orders.
- Coordinate with field service engineers and internal departments to troubleshoot equipment problems and determine root causes of failures.
- Support customers and field personnel with technical service questions while maintaining clear and professional communication throughout the troubleshooting process.
- Document technical findings, corrective actions, and service-related information to help improve equipment reliability and future service efforts.
- Identify opportunities for equipment upgrades, retrofits, and additional services based on customer needs and existing equipment conditions.
- Communicate technical information clearly to customers and internal personnel, helping ensure that service recommendations and next steps are understood.
- Manage multiple technical support requests and service-related priorities in a fast-paced environment while meeting established deadlines.
- Collaborate with other departments to identify recurring technical issues and provide information that may contribute to product, service, or process improvements.

Job Requirements

Qualifications:

- Trade school education, an Associate's degree in a technical discipline, or an equivalent combination of education, training, and hands-on experience.
- Strong electrical background through formal training and/or practical experience.
- Ability to read and interpret electrical schematics, ladder diagrams, mechanical drawings, and related technical documentation.
- Working knowledge of PLC controls, AC/DC circuitry, and three-phase electrical systems, including both high- and low-voltage applications.
- HVAC experience or a fundamental understanding of refrigeration systems, components, and operating cycles is preferred.
- Ability to troubleshoot electrical and refrigeration-related systems using technical documentation and diagnostic information.
- Strong problem-solving skills with the ability to evaluate information from multiple sources and determine practical solutions to technical problems.
- Comfortable communicating technical information to customers and field service personnel by phone, email, and other service communication platforms.
- Strong customer service and interpersonal skills with a professional and approachable communication style.
- Ability to read and understand safety procedures, operating and maintenance instructions, technical manuals, and other written documentation.
- Working knowledge of Microsoft Office, email, and Google Workspace.
- Familiarity with BPCS/AS400 manufacturing software is a plus, but not required.
- Electrical certification, formal electrical training, and/or refrigeration certification is preferred but not required.
- Strong organizational and time-management skills, with the ability to prioritize multiple requests and meet deadlines.
- Ability to work effectively both independently and as part of a cross-functional team.
- Ability to occasionally walk, stand, bend, kneel, crouch, or crawl as required by the work environment and job responsibilities.
- Ability to occasionally lift or move materials weighing up to 20 pounds.

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