Technical Support Specialist

Nobody knows more about adhesives than APPLIED Adhesives. We are passionate about solving complex challenges with innovative adhesive products and offerings. APPLIED is the industry leader in helping manage costs, reduce waste, and make entire operations run more efficiently. From adhesives, equipment, parts, and service, we have you covered. With world-class adhesive products, equipment, and parts along with visionary leadership, unparalleled expertise, and an agile, responsive service team, we’re not happy simply staying put. Every day, we leverage our technical expertise and passion for problem solving for the benefit of our customers and the future of our company. We have countless victories that we could celebrate, but we’re more interested in looking forward than back. We’ve collected the talent and skills to continue innovating new product solutions and applications in emerging industries. We have the fortitude to not only accept challenges, but to seek them out. And we have the confidence and determination to become the most sought-after adhesive solutions partner. The Role: The Technical Support Specialist is responsible for triaging customer issues across multiple OEM equipment platforms, providing remote troubleshooting, and coordinating service actions across field service, manufacturing, and engineering teams. This role is accountable for owning customer issues from intake through resolution, with a focus on resolving problems remotely, reducing unnecessary field dispatches, and ensuring a seamless transition to on-site service when required. The position also plays a key role in identifying recurring issues, improving internal processes, and driving training and quality improvements across the organization. This is a remote position, only candidates who currently live in the U.S. will be considered. Key Responsibilities: Serve as the primary point of contact for inbound equipment-related customer issues. Gather structured, accurate information to define the problem and log cases/service requests. Own issues from initial intake through resolution or escalation. Diagnose and resolve equipment issues remotely whenever possible. Provide real-time support to field technicians during active service events. Reduce unnecessary dispatches by improving first-time remote resolution. Coordinate with Field Service, Manufacturing, Engineering, and Parts teams based on issue type. Escalate issues appropriately with clear documentation and defined next steps. Ensure smooth handoff when transitioning from remote support to on-site service. Accurately document troubleshooting steps, findings, and resolutions in CRM systems. Maintain clean, structured data to support service history and future diagnostics. Capture key details required for effective work order creation and execution. Identify recurring issues, failure patterns, and knowledge gaps across equipment types Flag opportunities related to: Training needs, Aftermarket/service opportunities, Manufacturing or warranty-related quality issues. Develop and organize internal training based on trends observed in the field. Research equipment issues and build structured training content for technicians and support teams. Support ongoing improvement of technical knowledge across the organization. This role supports a variety of industrial equipment, with frequent interaction involving: Packaging End-of-Line(EOL) Equipment (In-house & external OEMs), Industrial & Construction Equipment, Automotive & Advanced Fluid Dispensing Equipment, Parts & Warranty Diagnosis. Issue types and OEM involvement will vary day-to-day, requiring adaptability and strong problem-solving skills. You Are Ideal for This Role If You: Have a bias for action and like to take initiative. Are a team‑player but also work well independently. Have the willingness to learn and are personally driven to succeed. Physical Requirements: Must be able to remain in a stationary position. Constantly operates a computer and other office productivity machinery. Able to communicate information and ideas so others will understand. Experience and Qualifications: High School Diploma required. Bachelor’s or Associate’s degree preferred. Ability to manage a high volume of mixed‑complexity issues (simple to highly technical). Strong ownership mindset—this role is responsible for driving resolution, not just routing calls. Comfort working through ambiguity across multiple equipment types and OEMs. Clear communication when dealing with frustrated customers or time-sensitive issues. Willingness to continuously learn equipment, systems, and troubleshooting processes.Travel for in-person training on a regular basis. Experience in technical support, field service, or industrial equipment environments preferred. Familiarity with CRM or field service platforms (e.g., Salesforce, ServiceMax) preferred. Mechanical or electrical troubleshooting aptitude preferred. Experience supporting technicians or coordinating service work preferred. Why Work for Us: Medical, Dental and Vision Benefits 401k Match Flexible and Team-Oriented work environment Generous PTO policy Tuition Reimbursement Employee Assistance Program Career and talent development opportunities as well as opportunities for personal growth Leading with Integrity, Collaboration, and Passion In today’s dynamic business landscape, these core values serve as the compass guiding our actions and decisions. Whether it’s demonstrating leadership, fostering collaboration, igniting passion, upholding integrity, or maintaining a relentless customer focus, these principles shape our mission, vision and values, and drive our commitment to excellence. Our Core Values: Leadership We are the leaders we wish to follow at work and in our communities. One team delivering exceptional value and service. Passion We enthusiastically pursue excellence. Integrity We choose to be ethical and trustworthy. Relentless Customer Focus Our customers are at the heart of everything we do. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Typical work is in a climate-controlled environment requiring regular use of computer and electronic equipment. We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status. #J-18808-Ljbffr APPLIED Adhesives