Technical Support Representative

Brady Corporation • Pittsburgh, OH

1d • Onsite

About The Position

The Technical Support Representative - Traceability supports the Engraving Solutions business and industrial laser systems from the company’s office in Cranberry Township, Pennsylvania. This is a hands-on customer support role, not an IT help desk position. The representative serves as a primary technical contact for external customers, resolving hardware and software issues remotely by phone and digital ticketing, and determining when an on-site field service visit is needed. When inbound case volume permits, the representative also tests, diagnoses, and repairs customer equipment shipped to the facility. The role may include supporting field service during customer visits as needed.

Responsibilities

• Serve as the primary technical contact for external customers and manage inbound technical support cases.
• Call customers proactively to troubleshoot, diagnose, and resolve hardware and software issues over the phone.
• Use technical resources, schematics, and remote diagnostic tools to resolve issues remotely.
• Scope and transition cases to an on-site field service visit when remote resolution is not possible.
• Test, diagnose, and repair customer equipment shipped to the facility when case volume permits.
• Document findings, repair actions, and status updates in the system.
• Use remote desktop software, multimeters, and electrical testing equipment to isolate hardware and system faults.
• Maintain professional communication and follow-through with customers, distributors, and internal technical teams.
• Support field service during on-site customer visits as needed.

What This Job Offers

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