Technical Support Engineer
About The Position
The Technical Support Engineer provides advanced technical support to field service technicians and customers for installed equipment within the customer base. This role serves as the primary escalation point for complex technical issues, utilizing electrical, controls, networking, and software troubleshooting expertise, along with general mechanical troubleshooting capability, to identify root causes and implement effective corrective actions including process adjustments, configuration changes, parts replacement, remote diagnostics, and coordination of on-site service support when required. This role acts as a key technical liaison between Service, Engineering, Software Engineering, and R&D to ensure effective communication regarding product issues, field performance, and serviceability of new and existing equipment. The focus is on supporting successful product implementation, service readiness, and continuous improvement of installed equipment in the field.
Requirements
- Associate or Bachelor’s degree in Electronics, Automation, Software Engineering, Electrical Engineering, or equivalent experience
- Minimum 3–5 years of progressively responsible experience supporting industrial or automated equipment
- Strong electrical and automation troubleshooting background required
- General mechanical aptitude preferred
- Experience with PLC systems (TwinCAT or similar preferred)
- Exposure to software diagnostics, configuration, scripting, networking, or remote connectivity support is a plus
- Experience with optical vision systems and/or X-ray inspection systems preferred but not required
- Experience with Office 365, CRM, ERP, and remote support systems
- Must be at least 21 years of age, possess a valid driver’s license, have a good driving record, and be able to obtain a passport
Nice To Haves
- Experience with optical vision systems and/or X-ray inspection systems
Responsibilities
- Provide technical support to customers and field service teams via phone, email, remote connections, and case management systems
- Diagnose and resolve complex equipment issues involving electrical, controls, networking, software, and general mechanical systems
- Serve as 3rd-level escalation point for unresolved field service issues
- Coordinate resolution of customer issues by engaging Service, Engineering, Software Engineering, and R&D resources
- Support field service teams with troubleshooting guidance, remote diagnostics, and system configuration support
- Conduct field visits as needed to support critical issues and gain equipment insight
- Provide equipment performance and reliability feedback to Engineering and Quality teams
- Support commissioning, start-up, and field service activities in coordination with Engineering
- Assist with field modifications, software updates, and technical changes to installed equipment
- Provide after-hours technical support on a rotating schedule
- Support training of service personnel on equipment operation, troubleshooting, maintenance, and system connectivity
- Support New Product Introduction (NPI) and service readiness activities
- Develop and maintain technical documentation, service procedures, troubleshooting guides, and configuration records
- Ensure clear communication and documentation for technical escalations across functions
- Promote safe working practices in accordance with company and customer requirements
- Support other operating companies as needed based on business requirements
Benefits
- Medical, Dental, and Vision coverage
- Flexible Spending Accounts (FSA) or Health Savings Accounts (HSA), when allowed by tax law
- Paid life insurance and disability insurance, with options to purchase additional coverage
- Paid Maternity Leave
- Optional coverages: Long-term Care, Accident Insurance, and Critical Illness Insurance
- 401(k) plan with company match
- Educational Assistance reimbursement
- Accrued Paid Time Off (PTO)
- 10 paid holidays annually
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
