Technical Support Specialist

MFE Inspection Solutions • Pasadena, TX

7h

About The Position

The Technical Support Specialist provides technical, operational, and customer support for environmental monitoring and inspection equipment offered through the company’s rental and sales programs. This role ensures customers receive the correct equipment, clear instructions, and timely troubleshooting, repair and support of revenue growth and safe, compliant use of all products. Technical expertise, time management, and attention to detail will play a critical role in maintaining the quality and integrity of our operations. The ideal candidate should possess strong analytical skills, be proficient with electronics, have the skillset to illustrate and teach the proper handling & usage of equipment, and have a solid understanding of procedures specific to the industries that we serve.

Requirements

• Associate’s or bachelor’s degree in a technical field preferred, in addition to a verifiable High School Diploma.
• Experience with environmental or industrial inspection equipment strongly preferred.
• 2+ years of experience in technical support, field service, or rentals/sales support for instrumentation, inspection equipment, industrial monitoring, or related products is highly desired.
• Technical experience that includes repairs & diagnostics.
• Professional with a proven track record of meeting or exceeding work goals.
• Ability to stand, walk, and handle equipment cases and accessories, including occasional lifting of up to 90 pounds with or without reasonable accommodation.
• Work primarily in an office/warehouse environment with occasional visits to customer sites, industrial facilities, outdoor locations, or trade events as needed.
• The ability to readily perform other duties as assigned

Responsibilities

• Customer & Technical Support Serve as primary technical contact for customers using rental and purchased environmental/industrial inspection equipment
• Gain a deep understanding of customer experience, identify and fill product gaps, generate new ideas that grow market share, improve customer experience, and drive business growth
• The ability to perform troubleshooting and diagnostics, configuration, and data download procedures.
• Escalate complex technical issues to senior technicians, manufacturers, or managers as appropriate, while maintaining ownership of customer communication and established processes.
• Rentals & Sales Support Create buy-in for the product vision both internally and with key external partners.
• Assist customers and internal sales staff in selecting appropriate equipment based on application, environment, regulatory requirements, and project scope.
• Support internal training for sales, rental coordinators, and customer service on new products, common issues, and best practices.
• Generate and update sales/ rental check lists and orders as needed in the company’s operating systems.
• Develop product positioning strategies, working closely with all MFE teams and stakeholders to ensure accurate orders, documentation, and billing.
• Maintain accurate documentation and records of customer interactions and support cases in CRM and quality management systems.
• Translate product strategy into detailed requirements and prototypes.
• Work closely with engineering teams to deliver with quick time-to-market and optimal resources Evaluate promotional plans to ensure that they are consistent with product line strategy and that the message is effectively conveyed
• Drive product launches, new product evaluations, and demonstrations as the technical subject matter expert.
• Act as a product evangelist to build awareness and understanding Represent the company by visiting customers to solicit feedback for the company’s products and services
• Equipment Preparation, Testing, and Documentation Perform pre-sale and pre-/post-rental equipment inspections, including device-specific functional testing, calibration and bump test verification (where applicable), firmware validation, and detailed physical condition assessments.
• Configure equipment to customer specifications and contribute to inventory accuracy by reporting missing, damaged, or obsolete equipment.
• Document equipment status, tests performed, and configurations in the company’s asset management or rental system.
• Ensure accessories and consumables are included with the equipment as appropriate.
• Adhere to company, health, safety, and environmental policies and procedures Identify recurring issues, product defects, or process gaps and provide feedback to management for continuous improvement
• Training and Education Deliver basic unboxing information on proper condition and care for the equipment, maintenance, and other considerations.
• Assist with interactive FAQs, quick reference sheets, and video scripts for events and internal teams Plan and deliver virtual and in-person training programs for equipment users, including live demonstrations, hands-on operation, and on-site instruction at customer locations as needed.

Benefits

• Total Compensation includes a competitive salary, performance-based incentives and a comprehensive benefits package:
• Health Insurance
• Dental Insurance
• Vision Insurance
• Voluntary Supplemental coverages available
• Holidays
• Retirement Plans with a contribution match
• Paid Sick Leave
• Paid Vacation Leave
• Opportunities for professional growth and career advancement.
• Collaborative and dynamic work environment

What This Job Offers

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