Industrial Technical Support Advisor
About The Position
The Industrial Technical Support Advisor serves as the primary point of contact for Nixon field technicians, providing real-time support through the technician hotline. This role is responsible for troubleshooting and resolving field service issues, coordinating with Rehlko Generator Field Service for complex technical concerns, and ensuring timely, accurate communication across internal teams and external partners. This individual will act as the central hub for all technical communications between Rehlko and Nixon Power Services, supporting service campaigns, addressing field complaints, and contributing to continuous improvement initiatives. The role requires strong technical knowledge, excellent communication skills, and a customer-focused mindset. This position reports to the Technician Development and Service Quality Manager and regularly interacts with both internal teams and external customers.
Requirements
- Outstanding interpersonal and customer service skills
- Knowledge in related field of Power Generation
- Ability to represent Nixon Power Services in a professional manner
- Experience with MS Office applications
- Carry out instructions given in written, oral or diagram form
- Problem-solve and make logical decisions
- 8+ years experience
Nice To Haves
- Technical School Certificate
Responsibilities
- Serve as the single point of contact for the Nixon technician hotline, delivering timely and effective support
- Respond promptly and professionally to incoming calls and emails from field technicians
- Diagnose and resolve technical field service issues in accordance with company policies and procedures
- Escalate complex issues to Rehlko Field Service and coordinate follow-through to resolution
- Build and maintain strong working relationships with technicians, internal departments, and manufacturer partners
- Collaborate with Aftermarket Service and Product Sales teams on service campaigns, technical concerns, and field-related initiatives
- Assist in the training and development of field technicians by sharing knowledge and best practices
- Provide feedback and support for the SAM AI tool, including researching and correcting inaccurate responses
- Compile, document, and initiate Rehlko field service complaints as needed
- Contribute to continuous improvement efforts and perform additional duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
