Technical Service Representative

Halma plc • Pittsburgh, PA

3d

About The Position

The Technical Service Representative provides front-line phone support and works with Tech Services, Product Management, and Sales to prioritize support needs. The role also involves travel for training and development and field assistance as business needs require.

The representative provides Tier I, II, and III technical support for the BEA product line by phone and on site; conducts technical training for internal teams, external partners, and customers; and supports product testing and adoption. The position maintains wiring diagrams and support records, assists with installation, submits customer visit follow-up reports, and keeps current with industry standards. It also requires obtaining and maintaining AAADM Inspector certification and contributing to process improvement and knowledge sharing.

Requirements

• Associate’s degree in electronics preferred, or 2–3 years of relevant experience.
• Five years of industry-related experience.
• Electrical and mechanical aptitude, with the ability to diagnose and resolve product and application issues in the field and remotely.
• Outstanding presentation skills for conducting technical training and education sessions for customers and internal teams.
• Ability to create, read, and explain wiring diagrams.
• Willingness to travel up to 50%.
• Basic proficiency in ERP systems.
• Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• English language skills.
• Excellent verbal and written communication skills for interacting with team members, customers, and cross-functional departments.
• Strong leadership and coaching ability to motivate and develop a technical support team.
• Conflict-resolution and problem-solving skills to manage escalations and maintain positive relationships across the organization.

Nice To Haves

• Associate’s degree in electronics.

Responsibilities

• Provide Tier I, II, and III technical support by phone and on-site for the entire BEA product line.
• Respond to technical support calls within scheduled timeframes.
• Log support interactions in the CRM system for tracking, reference, training, and quality control.
• Attend OEM-focused technical training seminars, document key takeaways, and retrain internal teams.
• Conduct on-site and remote technical training for internal and external customers.
• Develop and lead technical training for internal technical and sales teams and external partners, including Sensor Certification Training and customer-focused webinars.
• Ensure AAADM training is delivered and technicians are certified in compliance with current ANSI standards.
• Assist Engineering with in-house lab and field product testing.
• Perform and document competitive product testing as needed.
• Maintain and update the wiring diagram database, including creating new diagrams.
• Provide on-site installation support when necessary.
• Submit Trip/Customer Visit Follow-up Reports (BTR/TTR) after each customer interaction.
• Stay up to date with local and international industry standards.
• Obtain and maintain AAADM Inspector certification.
• Contribute to continuous process improvement and knowledge sharing.
• Perform additional duties assigned by the Manager or Technical Services Manager to meet business needs.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree