Industrial Equipment Technical Support Specialist

CFS Technologies • Golden, CO

4d • Remote

About The Position

CFS Technologies is seeking an experienced technical professional passionate about helping customers solve problems and delivering exceptional support. As an Industrial Equipment Technical Support Specialist, you will serve as a trusted technical resource for customers across the Meritech, Knight, and Lafferty brands, troubleshooting automated hygiene equipment and chemical dispensing systems while providing product guidance and technical solutions. You will collaborate with Engineering, Sales, Service, and Operations to resolve equipment-related issues and deliver an exceptional customer experience. This role supports commercial equipment and products—not IT systems or computer hardware/software.

Requirements

• Strong verbal and written communication skills with the ability to explain technical concepts clearly to non-technical customers.
• Excellent problem-solving and analytical abilities; able to diagnose and resolve product-related issues efficiently.
• Empathetic, patient demeanor with a genuine commitment to delivering exceptional customer service.
• Technical aptitude sufficient to understand and troubleshoot automated equipment and chemical dispensing systems.
• Ability to work independently in a fully remote environment while maintaining accountability and responsiveness.
• Strong organizational skills and attention to detail for documenting customer interactions and managing follow-through.
• Proficiency with CRM systems, support ticketing platforms, and Microsoft Office applications (Outlook, Excel, Word).
• Ability to collaborate effectively with geographically dispersed teams across sales, service, and operations.
• Positive, team-oriented attitude with a strong work ethic.

Nice To Haves

• Experience with Meritech, Knight, or Lafferty products a plus.

Responsibilities

• Review design specifications to understand the scope, requirements, and function of our products.
• Respond to customer inquiries and technical issues via phone, email, and chat in a timely, professional, and friendly manner across Meritech, Knight, and Lafferty product lines.
• Diagnose and troubleshoot technical issues with automated hygiene equipment and chemical dispensing systems, guiding customers through step-by-step solutions.
• Escalate complex or unresolved technical issues to the Director of Technical Sales or appropriate internal team members.
• Maintain a deep and current understanding of Meritech, Knight, and Lafferty product offerings, including functionality, common failure modes, and recent updates.
• Document all customer interactions, transactions, issues, and resolutions accurately within the CRM and support ticketing systems.
• Process small parts quotes and deliver them directly to customers via email; forward parts orders to the appropriate fulfillment contact.
• Route large parts quotes or complex equipment or service needs to the correct internal team members.
• Collaborate cross-functionally with Sales, Service, Operations, and Product/Engineering teams to resolve customer issues and share recurring Voice of Customer feedback.
• Monitor and report on product failure trends to the Quality and Engineering departments as soon as possible.
• Meet and communicate regularly with Product/Engineering team, collaborating with the Director of Technical Sales to update on product needs from the customer perspective and aligning on the product vision.
• Coordinate with field service and operations teams to communicate order status, parts availability, and delivery timelines to customers.
• Assist in the development and continuous improvement of standard operating procedures, troubleshooting guides, and knowledge base articles.
• Support department and company-wide customer satisfaction and retention goals.
• Follow all company policies and procedures.
• Perform other duties as assigned.

Benefits

• Medical
• Dental
• Vision
• Life
• Disability
• 401(k) with company contributions
• 3 weeks annually of paid-time-off and sick leave accrual, with increases based on tenure.
• Paid company holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed