National Tech Support Specialist

Stiles Machinery•Kentwood, MI

5h•Hybrid

About The Position

The National Technical Support Specialist provides advanced technical assistance to customers, Field Service Representatives (FSRs), and internal service teams. This role focuses on diagnosing and resolving complex issues related to hardware, software, programming, applications, and machine operations. Acting as a second-level support resource, the Specialist ensures the timely resolution of escalated technical concerns, collaborates with manufacturers, and supports documentation and parts identification efforts. Occasional on-site service may be required to resolve critical issues.

Requirements

Technical schooling, apprenticeship programs, or equivalent experience.
Minimum 1 year of hands-on experience in electrical and mechanical troubleshooting.
Strong diagnostic skills for mechanical, electrical, and pneumatic systems.
Familiarity with control systems and ability to perform I/O testing.
Willingness to travel on rare occasion domestically and internationally.
Valid driver’s license

Responsibilities

Accurately identify and comprehend customer issues across mechanical, electrical, and software domains.
Take ownership of all National-level technical support cases, ensuring timely resolution.
Troubleshoot electrical, mechanical, and pneumatic systems, including performing I/O tests on control systems.
Act as a direct liaison to manufacturers for escalated technical issues.
Collaborate with the Parts Department for technical issues and accurate parts identification.
Assist Documentation Specialists in identifying and fulfilling customer documentation needs.
Provide clear communication and guidance to customers and internal teams during issue resolution.
Document work performed, problems encountered, and customer feedback in detailed call reports.
Occasionally, perform on-site machine service when remote resolution is not possible.
Recognize and mitigate safety hazards in accordance with company standards.