Technical Support Specialist

Trak Group•Cincinnati, OH

30d•Onsite

About The Position

Join trak group in partnering with a growing client in Cincinnati, Ohio that’s expanding its Shared Services team. Trak group is partnering with a well-established Cincinnati manufacturing client seeking a Technical Support Specialist to provide front-line troubleshooting and technical assistance for customers and field service technicians. This position combines electrical and mechanical troubleshooting, customer service, and technical problem-solving to diagnose issues, identify solutions, and ensure a positive customer experience. The ideal candidate is a curious, self-motivated problem-solver with a strong understanding of electromechanical products and excellent communication skills. This is an opportunity to become a trusted technical resource while receiving comprehensive product training and working closely with experienced engineers and technical support professionals.

Requirements

Associate degree or equivalent education in Electromechanical Engineering, Electrical Technology, Mechanical Technology, or a related technical field.
Strong understanding of electrical and mechanical systems and components.
Hands-on technical troubleshooting and problem-solving abilities.
Ability to diagnose technical issues and guide customers through appropriate solutions.
Strong mechanical and electrical aptitude with a willingness to learn specialized equipment.
Excellent verbal and written communication skills.
Ability to explain technical concepts clearly to nontechnical customers and end users.
Strong customer service skills with the ability to remain patient and professional when handling frustrated customers.
Self-motivated, resourceful, and comfortable taking ownership of technical problems.
Strong attention to detail and ability to identify root causes.
Proficiency with Microsoft Office applications.
Experience using CRM systems, service databases, or technical support ticketing systems.
Ability to collaborate effectively with Engineering, Manufacturing, Field Service, and other internal departments.

Nice To Haves

Previous experience in technical support, field service support, or electromechanical troubleshooting.
Experience supporting electronic control systems or industrial electrical equipment.
Background troubleshooting products remotely with customers or service technicians.
Experience with electronic and mechanical equipment used in specialized manufacturing applications.
Experience creating troubleshooting documentation, technical bulletins, or training materials.
Familiarity with root-cause analysis and identifying recurring product issues.
Experience supporting warranty-related technical investigations.

Responsibilities

Provide prompt and effective technical support to customers and field service technicians via phone, email, and web-based communication.
Troubleshoot electronic controls, electrical components, and mechanical equipment to identify and resolve technical issues.
Answer customer questions regarding product functionality, operation, and proper usage.
Guide nontechnical customers through troubleshooting procedures with patience and clarity.
Diagnose equipment problems, identify root causes, and recommend appropriate solutions.
Document customer interactions, technical issues, and resolutions within the CRM or technical support database.
Collaborate with Engineering to identify and resolve recurring technical problems, software issues, and potential product defects.
Communicate recurring equipment failures and potential warranty concerns to Manufacturing and Operations.
Assist in developing technical support bulletins and product update notices for field service technicians and sales representatives.
Utilize phone, email, and web conferencing tools to troubleshoot and resolve customer issues.
Support the creation of training manuals, troubleshooting guides, and technical documentation.
Work closely with internal technical teams to improve product reliability and customer satisfaction.
Maintain a strong understanding of company products, systems, and troubleshooting procedures.
Provide professional, customer-focused support while managing multiple technical inquiries.

Benefits

Medical, dental, and vision coverage with employer cost sharing.
Annual employer contributions to employee HSA accounts.
401(k) with company match.
Annual bonus opportunity of up to two weeks of base pay.
Paid time off and paid holidays.
Extended holiday weekends at Thanksgiving and Christmas.
Reduced summer hours from Memorial Day through Labor Day.
Predictable, stable work schedule.
Free on-site parking.
Comprehensive technical training and support from experienced technical professionals.