Technical Support Specialist

Aqua Aerobic•Loves Park, IL

22h•Hybrid

About The Position

The Technical Support Representative is a key contact for internal and external customers, providing technical assistance and managing support cases to resolution for Aqua-Aerobic equipment. This role supports urgent service needs, ensures accurate issue tracking, and actively participates in continuous improvement initiatives.

Requirements

Must be computer literate and have familiarity with MS office software.
Must have proficient typing skills and the ability to operate a calculator, copy machine.
General Knowledge of PLC, electrical, mechanical and hydraulic systems.
Must be able to travel local 20% of the time.
Out of state and overnights are possible 5% of the time.
Minimum of 5 years of experience in technical support or related field service work
Demonstrated troubleshooting ability with AC electrical systems and general mechanical systems
Proficiency in Microsoft Office and use of databases; ability to log and track service activity
Ability to travel occasionally (local 20%, overnight 5%)

Nice To Haves

Familiarity with wastewater treatment systems strongly preferred
Associates degree or equivalent in a technical field preferred
Biology or process understanding is a plus

Responsibilities

Responds promptly and professionally to customer technical inquiries.
Maintains communication with customers and internal teams until concerns are resolved.
Accurately logs all service cases and actions in call logs and internal databases in real time.
Participates in after-hours phone support rotation with the service team.
Supports emergency and after-hours technical issues in coordination with Field Service.
Troubleshoots electrical, mechanical, and programming-related problems using technical documentation.
Coordinates with internal cross-functional teams to assist customers in resolving technical concerns.
Manages and processes incident reports and warranty claims; completes root cause analysis.
Coordinates and evaluates RMAs returned by customers.
Prioritizes support cases and manages workload to meet response time expectations.
Maintains and calibrates test equipment to support service quality.
Supports timely updates and closure of escalated concerns and service cases.
Submits improvement suggestions through the Engineering Change Request (ECR) process.
Collaborates with the Service Leadership Team on departmental projects and process enhancements.
Participates in team cross-training and shares insights to improve efficiency and service delivery.
Maintains clear and professional communication with customers, field technicians, and internal departments.
Provides consistent documentation to support service activity tracking and reporting.
Works closely with Field Service, Engineering, and Project Management to coordinate support and ensure customer satisfaction.
Shares responsibilities with team members to capitalize on each person’s area of expertise.
Applies technical understanding of Aqua-Aerobic systems and equipment.
Uses electrical, mechanical, and programming documentation effectively to resolve customer issues.
Continuously builds technical proficiency and supports knowledge sharing across the team.