Customer Technical Services Representative

Customer Technical Services Representative

Brady Corporation is looking for a Customer Technical Services Representative for our Engraving Solutions business, which includes Brady and Gravotech brands. This is not an IT help desk role you will be supporting external customers. This individual will provide advanced product support for Engraving Solutions and software. This position focuses on troubleshooting hardware/software failures, device connectivity, and standard operation of the machine and software. It is best suited for someone who understands how to work directly with customers, distributors, and field technicians to resolve technical issues related to our product line.

This position will be able to prioritize multiple tasks with time sensitive deadlines, be organized and can keep track of multiple customer issues. They need to work closely with customers and members of the internal team to address customer concerns during the startup process as well as provide high level customer support for key accounts after installation is complete. This person should have strong communicative skills and written skills. All reporting must be timely and detailed.

• Provide timely phone/ email based customer technical support for Gravotech
• Address customer inquiries through phone, email, chat and case management systems.
• Diagnose and troubleshoot configuration, operation software, applications, hardware, firmware, software, and connectivity issues.
• Support system configurations, performing remote diagnostics as needed.
• Manage case lifecycle from intake to resolution, ensuring accurate documentation and follow-up.
• Maintain customer records and track trends within the CRM platform.
• Stay updated on technological developments and product changes to enhance service delivery.
• Determine if parts are required, place quotes, part orders and request dispatches of Field Service Technicians.