Technical Support Representative

Brady Corporation • Pittsburgh, OH

2h • Onsite

About The Position

Our office in Cranberry Township, PA is seeking a Technical Support Representative - Traceability to join our Engraving Solutions business supporting industrial laser systems. This is not an IT help desk role; you will be providing hands-on and over-the-phone technical support directly to external customers. In this high-impact position, you will serve as a primary technical point of contact, resolving customer issues remotely via phone and digital ticketing, or identifying when to dispatch field service for an on-site visit. When inbound case volume permits, you will also perform hands-on testing, diagnostics, and repairs on equipment sent into our facility.

Requirements

• Provide hands-on and over-the-phone technical support directly to external customers.
• Serve as a primary technical point of contact.
• Resolve customer issues remotely via phone and digital ticketing.
• Identify when to dispatch field service for an on-site visit.
• Perform hands-on testing, diagnostics, and repairs on equipment sent into our facility.
• Troubleshoot, diagnose, and resolve hardware and software issues over the phone.
• Leverage technical resources, schematics, and remote diagnostic tools.
• Scope and transition the customer to an on-site service visit by a field service.
• Conduct hands-on testing, diagnostics, and repairs on customer equipment.
• Document findings, repair actions, and status updates.
• Utilize remote desktop software, multimeters, and electrical testing equipment.
• Systematically isolate hardware and system faults.
• Maintain a high standard of professionalism, clear communication, and follow-through with customers, distributors, and internal technical teams.

Responsibilities

• Serve as the primary technical contact for external customers.
• Work inbound technical support cases and proactively call customers back to troubleshoot, diagnose, and resolve hardware and software issues over the phone.
• Leverage technical resources, schematics, and remote diagnostic tools to solve issues remotely.
• Properly scope and transition the customer to an on-site service visit by a field service when remote resolution isn't possible.
• During periods of low case volume, conduct hands-on testing, diagnostics, and repairs on customer equipment shipped to our facility.
• Document findings, repair actions, and status updates directly within the system.
• Utilize remote desktop software, multimeters, and electrical testing equipment to systematically isolate hardware and system faults.
• Maintain a high standard of professionalism, clear communication, and follow-through with customers, distributors, and internal technical teams.

What This Job Offers

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