Industrial Hardware Support Specialist

The Hardware Support Specialist is responsible for providing timely and effective technical assistance to our customers. You will serve as the primary point of contact for troubleshooting technical issues, answering inquiries, and ensuring customer satisfaction. This role requires a strong technical aptitude, excellent communication skills, and a commitment to delivering exceptional service.

Key Responsibilities and Accountabilities:

• Provide industrial hardware technical support and guidance to customers via phone, email, or any other channel.
• Diagnose and troubleshoot technical issues related to our products, including hardware and wiring components.
• Assist customers remotely with product installations, configurations, and upgrades.
• Analyzes recurring customer issues and trends to suggest corrective actions.
• Collaborate with internal Service teams, including Engineering and quality, to resolve complex technical issues and improve product functionality.
• Document and track customer interactions, including inquiries, troubleshooting steps, and resolutions, in our CRM system.
• Provides respectful and open communication to customers and dealers.
• Supports other departments with answers to frequently asked questions from customers.
• Educate customers on product features, best practices, and troubleshooting techniques.
• Escalate unresolved issues to appropriate teams and follow up to ensure timely resolution.
• Participate in job rotations to further product and process knowledge.
• Participates in a 24/7 on call rotation.
• Performs other duties as assigned.

Requirements

• Bachelor’s degree in a related field.
• Electronics experience is preferred.
• Proven experience in a technical support role, preferably in a manufacturing or industrial setting.
• Strong understanding of hardware components and wiring, including troubleshooting techniques.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users effectively.
• Customer-focused mindset with a commitment to delivering exceptional service.
• Ability to work independently and collaboratively in a fast-paced environment.
• Ability to read wiring diagrams and electrical schematics.
• Proficiency in CRM systems and other support tools is a plus.
• Strong problem-solving skills and attention to detail.
• Flexibility to accommodate varying schedules and shifts as required.
• Ability to travel of up to 25% is essential and required.

Must be able to pass a background check and drug screening.