Technical Support Specialist

Vidir Solutions Inc. • , PA

2h • Remote

About The Position

The Technical Support Specialist – Level 2 is a hands-on, field-focused role responsible for diagnosing, troubleshooting, and repairing mechanical and electrical systems on vertical storage solutions. This position supports customers when equipment experiences mechanical, electrical, or controls-related failures and works directly with physical machinery, components, and wiring systems. This is not an IT or software support role. The position involves working with electro-mechanical equipment, including motors, sensors, control panels, and automated systems, both remotely and onsite. Applicants should ensure their experience and qualifications align with the technical, hands-on requirements of this position before applying.

Requirements

• 5+ years of experience in a hands-on technical or field service role
• Strong background in industrial machinery, automation equipment, or electro-mechanical systems
• Proven ability to troubleshoot mechanical and electrical failures, not software or IT issues
• Experience interpreting electrical schematics, wiring diagrams, and mechanical drawings
• Industrial Electrician
• Millwright
• Automation or Controls Technician
• Industrial Mechanic (Millwright) or Automation Technician certification is an asset
• Valid Class 5 Driver’s License
• Valid passport and ability to travel domestically and internationally
• Strong communication skills when working directly with customers on equipment issues
• Prior experience in a customer-facing role is strongly preferred.
• Comfortable communicating with a wide range of customers and managing expectations professionally, especially in a support or service environment.
• Hands-on experience diagnosing and resolving mechanical and electrical issues related to HMI (Human-Machine Interface) systems and machine components.
• Understanding of machinery function and physical interfacing is key.
• Proficiency in using standard office software (e.g., Outlook, Word, Excel) and the ability to learn and adapt to new programs quickly is essential for success in this role.

Nice To Haves

• Experience using Enterprise Resource Planning (ERP) software, such as SAP, Microsoft Dynamics, or similar, is an asset.

Responsibilities

• Diagnose and resolve mechanical, electrical, and electro-mechanical equipment failures on vertical storage solutions
• Troubleshoot breakdowns involving motors, drives, sensors, wiring, control panels, and automated components
• Travel Requirement: This role requires extensive travel (approximately 80–90%) to customer sites.
• Provide technical support to customers via phone, video, and frequent onsite visits
• Perform detailed fault analysis using wiring diagrams, electrical schematics, and mechanical drawings
• Support commissioning, repair, and operational recovery of industrial equipment
• Document findings, repairs, and corrective actions for recurring equipment issues
• Escalate complex mechanical or electrical failures to engineering when required
• Collaborate with engineering and product teams to improve equipment reliability and serviceability
• Follow established safety, risk management, and continuous improvement procedures

Benefits

• 95% maternity leave top-up for up to seventeen weeks
• Up to $1,000 annually for mental health practitioner coverage
• Free tickets to sporting events
• Financial support for your child’s summer camp
• Family-friendly events at venues like aquatic centers, theatres, and recreational facilities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed