Technical Support Specialist

Technical Support Specialist

The Tech Support position will ensure customers get maximum value from Pelco Solutions products. They will proactively guide customers from pre-installation planning through long-term product ownership, combining hands-on technical troubleshooting with strategic relationship management. This role requires both technical expertise in electronics repair and interpersonal skills to build lasting customer partnerships.

Essential duties and responsibilities include the following (other duties may be assigned):

• Resolve customer issues quickly with a deep understanding of their project timelines, budget, constraints, and pain points.
• Collaborate with engineering, manufacturing, shipping, and quality teams to deliver exceptional outcomes.
• Consistent, reliable attendance and punctuality at assigned work location.
• Leverage company resources and influence internal schedules to prioritize customer needs appropriately.
• Balance customer satisfaction with business objectives in every interaction.
• Diagnose and repair electronics issues, including circuit board troubleshooting, component replacement, and system testing.
• Lead pre-construction planning sessions and provide installation guidance to contractors and integrators.
• Serve as the technical expert in customer meetings, translating complex technical concepts into practical solutions.
• Conduct patient, multi-session troubleshooting to resolve complex technical challenges.
• Coordinate multiple customer conversations across phone, email and ticketing systems into cohesive solutions.
• Break down complex issues into clear, manageable components for customers and internal teams.
• Use help desk and knowledge base technologies to organize workflows and automate routine tasks.
• Keep management informed of evolving issues while maintaining direct customer communication.
• Build first-name relationships with key customers through exceptional availability and responsiveness.
• Become the trusted first point of contact when technical challenges arise.
• Provide customers with proactive training, product updates, and best practice recommendations.
• Identify opportunities to add value beyond immediate troubleshooting needs.
• Create and keep up-to-date relevant guides, manuals, articles, etc. for use by customers, end-users, and sales staff
• Contribute to digital asset management and knowledge base systems.
• Help organize product information so customers and team members can find answers quickly.

Reasonable accommodations may be made to enable qualified individuals with disabilities or limitations related to, affected by, or arising out of pregnancy, childbirth or related medical conditions to perform the essential functions, unless the accommodation will cause an undue hardship.

To perform the job successfully, an individual should demonstrate the following competencies:

• Lead customer service improvement initiatives based on customer feedback and pain points.
• Bridge the feedback loop between customers and product development teams.
• Regularly evaluate processes to identify opportunities for automation and efficiency gains.
• Create solutions that reduce friction in the customer experience.
• Methodical and analytical troubleshooting approach.
• Exceptional written and verbal communication skills
• Ability to translate complex technical concepts for non-technical audiences.
• Comfortable presenting to individuals, small groups, and large audiences.
• Strong active listening and empathy skills.
• Self-motivated with excellent time management and organizational skills
• Collaborative team player who thrives in a cross-functional environment.
• Flexible and adaptable to changing priorities and customer needs.
• Professional demeanor with strong ethical standards.

Required qualifications:

• High school diploma or equivalent required.
• 4+ years of customer service or technical support experience, OR equivalent combination of experience and education.
• Hands-on electronics repair experience, including circuit board diagnosis and component-level troubleshooting
• Strong computer proficiency, including Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Ability to quickly learn new software systems, CRM platforms, and technical tools.
• Valid US driver's license and ability to travel via air within the United States

Preferred:

• Experience in traffic safety, automotive electronics, or related technical industries.
• Background in multi-channel customer support (phone, email, chat, ticketing systems)
• Familiarity with electronics packaging and mechanical integration.
• Experience working with contractors, installers, or system integrators.
• Valid passport with the ability to travel to Canada.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to qualified individuals in accordance with applicable state and federal law.

• Standing and walking for long periods of time. Occasionally required to sit, climb, balance, bend, stoop, kneel, crouch or crawl.
• Lifting up to 25lbs unassisted and occasionally lift and/or move heavier items utilizing a team lift.
• Repetitive use of hands/motion and have manual dexterity, finger dexterity, and multi-limb coordination.
• Use of appropriate personal protective equipment, including but not limited to safety glasses, hearing protection.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This position is reflective of technology support positions in a metal fabrication and assembly manufacturing environment. Primary duties performed in production areas, office area and/or server room. The noise level in the work environment is usually moderate in office setting and loud in production area. While performing the duties of this job in the production area, the associate occasionally works near moving mechanical parts and may be exposed to fumes, airborne particles and toxic or caustic chemicals.

Position type/expected hours of work: Full-Time. 9/80 Work Schedule: Monday through Friday, 7:00AM – 5:00PM. May require overtime based on business needs.

Travel: Travel up to 10% (approximately 4-5 weeks per year) to provide on-site support, training and technical assistance.