Technical Support Specialist

TECHNICAL SUPPORT SPECIALIST


Helpdesk & Field Technician Support

POSITION SUMMARY


We are seeking a detail-oriented and technically skilled Technical Support Specialist to join our team. In this role, you will serve as the primary point of contact for field technicians, providing remote helpdesk and phone-based support to diagnose, troubleshoot, and resolve hardware and software issues across a range of electromechanical and electronic systems. The ideal candidate brings hands-on electronics experience, strong communication skills, and the patience to guide technicians of varying skill levels through complex repair procedures.


KEY RESPONSIBILITIES


Helpdesk & Field Technician Support


Provide helpdesk and phone-based technical support to field technicians in real time


Communicate clearly and patiently with technicians to diagnose and resolve issues remotely


Coordinate and assist with the replacement of mainboards, I/O boards, power supplies, and liquid pumps

Hardware Troubleshooting & Repair Assistance


Troubleshoot I/O boards to identify faults and guide corrective actions


Diagnose and resolve issues with humidity, magnetic and temperature sensors


Troubleshoot stepper motor performance and operation


Analyze pump spray patterns and assist with corrective adjustments

Software & Firmware


Perform and assist with software and firmware updates on supported devices


Configure and support general Wi-Fi setup for connected devices


QUALIFICATIONS


Required


Hands-on experience working with general electronics boards and components


Demonstrated experience in appliance repair or a related field


Experience with general Wi-Fi device setup and connectivity troubleshooting


Excellent verbal communication skills with the ability to clearly explain technical steps over the phone


Patience and professionalism when working with technicians of varying technical backgrounds


Strong analytical and problem-solving skills for remote diagnosis

Preferred


Experience with electromechanical devices and systems


Experience with Appliance repair and/or Tech Support would be a plus


Familiarity with stepper motors, liquid pump systems, or environmental sensors


Background in helpdesk, technical support, or field service coordination


WORK ENVIRONMENT


This position involves frequent telephone and remote communication with field technicians across multiple locations. The role requires the ability to work in a fast-paced support environment, managing multiple cases simultaneously while maintaining a calm and professional demeanor. Occasional hands-on work with hardware components may be required for training or escalation purposes.

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