Technical Support Specialist

PDQ Manufacturing•Lancaster, PA

9d•Onsite

About The Position

PDQ Manufacturing is a Lancaster, Pennsylvania–based manufacturer of commercial door hardware serving architectural and institutional markets. The Technical Support Specialist assists customers with technical issues and questions related to PDQ door hardware, its Spirit electronic hardware line, and electronic products from OEM partners. The specialist responds by phone and messaging platforms, helping customers diagnose issues and providing guidance on installing door hardware. The role also evaluates returned merchandise authorizations (RMAs), supports Customer Service with technical questions, monitors ticketing and messaging systems, investigates cases through completion, and provides case-specific product information. When needed, the specialist consults PDQ inventory, manufacturing staff, or internal employee knowledge to answer questions and support decisions. The position is scheduled Monday through Friday, 8:00 AM to 4:30 PM, subject to change based on business needs. Work is primarily in a standard office environment, with occasional access to plant floor areas requiring appropriate PPE. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions. Employment is at-will, and pre-employment background checks, drug screening, and employment eligibility verification (E-Verify) are required as permitted by law.

Requirements

Familiarity with mechanical principles and concepts and general construction knowledge, including hardware.
Working knowledge of electrical and electronic hardware, including low-voltage wiring, power supplies, and basic diagnostic tools such as multimeters.
Experience with Android and iOS applications related to door hardware, including app-to-device pairing and connectivity troubleshooting.
Familiarity with smart-lock wireless connectivity protocols, including Bluetooth Low Energy, Wi-Fi, and Zigbee/Z-Wave, and ability to diagnose connectivity or pairing failures.
Ability to interpret firmware version issues, update failures, and error codes or logs from lock hardware or companion apps.
Comfort reading technical specifications, wiring diagrams, or integration documentation to troubleshoot OEM partner hardware.
Experience working with ticketing or CRM systems to document technical cases and manage RMA evaluations.
Strong organizational skills and attention to detail, with good judgment.
Ability to multitask and maintain a professional demeanor in potentially stressful situations.
Self-motivation to work independently on most tasks and ability to work as a team player.
Eagerness to continue learning.
Ability to communicate clearly in person and by phone.
Ability to perform the described physical activities, including extended sitting, frequent hand use, and occasional bending, stooping, reaching, or kneeling; occasional plant-floor access requires proper PPE.

Responsibilities

Assist customers through different communication platforms with general order questions, missing order information, troubleshooting, replacement hardware, complaints, or other concerns.
Use PDQ physical inventory, manufacturing staff, or the employee knowledge base when needed to answer questions or support decision-making.
Evaluate RMAs and help determine whether returned products are defective.
Assist Customer Service with technical questions received directly from customers by email or telephone when needed.
Monitor ticketing systems and online messaging systems for new customer requests.
Investigate, compose, and complete RMAs, including tracking returns.
Provide customers with case-specific information such as product pictures, literature, or pricing.
Troubleshoot firmware, mobile app, and hardware issues for Spirit or OEM customers.
Help customers diagnose technical issues by phone and provide guidance on installing door hardware.