Technical Support Specialist

Duravant • Riverside, MO

17d • $40 - $50

About The Position

The Technical Support Specialist is a frontline technical resource for customers across Marlen’s product portfolio. The role provides responsive support to diagnose equipment issues, identify root causes, and determine corrective actions using technical expertise, product knowledge, equipment documentation, and problem-solving skills. Solutions may involve equipment adjustments or settings, replacement parts, remote or telephone support, or coordination of on-site field service. The specialist works with Engineering, Field Service, Parts, and other internal teams to resolve customer issues accurately and promptly.

The position supports technical inquiries and equipment issues, troubleshoots mechanical, electrical, controls, and equipment performance problems, coordinates corrective actions and field changes, and manages technical-support cases through a ticketing system. It also supports parts identification, documents issues and resolutions, provides field-performance feedback to Engineering, and helps define and quote equipment modifications, upgrades, and rebuilds. The role requires after-hours and weekend customer support as needed and travel of up to 25%.

Marlen is a global designer and manufacturer of food-processing equipment and systems, headquartered in Riverside, Missouri. The work may take place in office, manufacturing, customer, and field environments.

Requirements

• Relevant education, technical training, or equivalent work experience demonstrating the knowledge and skills required for the position.
• Minimum of four years of relevant technical experience, including three to five years in a manufacturing or industrial-equipment environment.
• Strong understanding of manufacturing, mechanical, electrical, and engineering processes.
• Ability to read and interpret mechanical and electrical drawings, schematics, and equipment documentation.
• Working knowledge of PLC-based control systems and industrial automation.
• Strong troubleshooting and diagnostic skills, including the ability to systematically identify root causes.
• Experience using AI tools such as Microsoft Copilot in a technical or professional environment.
• Technical writing and documentation experience.
• Ability to provide after-hours and weekend technical support as needed.
• Ability to travel up to 25%.

Nice To Haves

• Prior experience supporting, troubleshooting, or servicing industrial or manufacturing equipment.
• Experience with automation machinery and food-processing equipment.
• Software development or programming experience.

Responsibilities

• Provide customers with timely and effective support for technical inquiries and equipment issues.
• Troubleshoot mechanical, electrical, controls, and equipment-performance issues to identify root causes and recommend corrective actions.
• Coordinate resolution of customer issues with Engineering, Field Service, Parts, and other internal technical resources.
• Support the Parts team by identifying replacement parts and appropriate alternative or substitute parts.
• Create, manage, document, and close technical-support cases in the case-management or ticketing system.
• Coordinate field changes and corrective actions, define the scope of work, and drive activities through completion.
• Maintain accurate and timely documentation of customer issues, troubleshooting, recommendations, and resolutions.
• Provide equipment-reliability and field-performance feedback to Engineering and collaborate on product and equipment improvements.
• Partner with Engineering to develop field solutions for obsolete, discontinued, or difficult-to-source components.
• Manage customer requests for equipment modifications, upgrades, and rebuilds, ensuring technical requirements and scope are clearly defined and accurately quoted.
• Participate in technical training, technician meetings, and product-development activities as required.
• Follow company, customer, and applicable industry safety requirements and safe work practices.
• Provide after-hours and weekend technical support to customers as needed.
• Perform other assigned duties.

Benefits

• Competitive compensation.
• Comprehensive benefits designed to support employees’ health, well-being, and financial security.
• Paid holidays and paid time off.
• Education, training, and development opportunities, including educational assistance.
• A collaborative, results-focused, cross-functional, team-oriented workplace.
• Opportunities to support communities through Doing Good volunteer initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED