Technical Services and Warranty Specialist

Job Description

Job Description

Description

We are seeking a Technical Services and Warranty Specialist with strong electrical and controls troubleshooting experience to support our industrial air compressor product line. This is a factory-based technical support role that serves as the frontline technical authority for Channel Partners and field technicians.

The primary responsibility is to answer technical phone calls and emails from the field, diagnose electrical and control-related issues, and walk technicians step-by-step through safe and effective repairs—often without access to manuals or schematics on site. This role acts as the technical bridge between the factory and the field, ensuring accurate diagnosis, correct parts identification, and safe work practices.

This is not an IT or software support role. While our products include control systems, the work centers on electrical diagnostics, motor control, VFDs, sequencing logic, sensors, and hands-on industrial equipment troubleshooting.

Key Responsibilities

Primary Responsibility – Technical Field Support (Controls & Electrical)
• Serve as the primary technical contact for Channel Partners and field technicians supporting industrial air compressors
• Diagnose, troubleshoot, and resolve issues related to motor controls, starters, relays, contactors, VFDs, control panels, sensors, safeties, alarms, protective logic, and compressor sequencing
• Verbally guide technicians through electrical diagnostics using multimeters and basic test equipment
• Translate complex technical concepts for new, intermediate, and highly experienced technicians
• Ensure safe electrical troubleshooting practices at all times, including lockout/tagout awareness, voltage verification, and safe meter usage
• Troubleshoot effectively when field technicians do not have access to manuals or wiring diagrams
Aftermarket Parts & Technical Support
• Support inbound phone and email requests for aftermarket parts
• Identify correct part numbers based on technical diagnosis
• Provide parts pricing and lead time information
• Ensure parts recommendations align with the failure mode and field conditions
Warranty & Technical Decision Support
• Process and review warranty claims submitted by Channel Partners
• Provide technical evaluation and root cause determination to support warranty decisions
• Document findings clearly to support Quality, Engineering, and Operations teams
Field & Travel Support (Limited but Critical)
Travel is a small percentage of the role but is mission critical when required:
• Travel to customer sites or Channel Partners to support technical repair efforts and provide hands-on electrical and controls diagnosis
• Make final technical repair and warranty determinations
• Support new Channel Partner launches through onsite technical support and hands-on coaching
• Prepare detailed site visit summary reports including observed issues, root cause conclusions, and corrective actions
Cross Functional & Continuous Improvement Role
• Act as the voice and advocate of Channel Partners back to the factory
• Communicate real-world field feedback to Operations, Quality, and Engineering teams
• Assist Quality and Operations with failure analysis, root cause identification, and continuous improvement initiatives
• Serve as a technical consultant to Engineering and other internal stakeholders

Skills, Knowledge and Expertise

Ideal Technical Background
• Industrial motor controls and electrical troubleshooting
• VFDs and control panels
• Industrial air compressors, rotating equipment, pumps, or blowers
• HVAC, electromechanical systems, or field service experience
• Maintenance technician or service technician background
• Strong electrical troubleshooting fundamentals
• Comfort guiding others verbally through diagnostics
• Ability to think clearly under real-time troubleshooting pressure
• Strong technical judgment and documentation skills
• Willingness to travel occasionally for hands-on technical support
• Willingness to work onsite as part of a technical support team

We are willing to train the right candidate with strong electrical fundamentals and a desire to become a product-level technical expert.

Tools & Environment
• Microsoft Office 365
• ERP systems (SAP experience a plus; training provided)
• Electrical schematics, technical drawings, and service documentation
• Onsite professional office environment with close collaboration with Engineering, Quality, and Operations