Technical Support Specialist

PDQ Manufacturing•Lancaster, PA

12d

About The Position

PDQ Manufacturing is a Lancaster, Pennsylvania–based manufacturer of commercial door hardware for architectural and institutional markets. Its products include mortise and cylindrical locks, deadbolts, hinges, door closers, exit devices, flat goods, and electronic locking solutions. The company emphasizes quality craftsmanship, continuous improvement, and a safe, respectful workplace. The Technical Support Specialist reports directly to the Technical Support Manager and helps customers resolve technical issues and answer questions about PDQ door hardware, its Spirit electronic hardware line, and electronic products from OEM partners. The specialist responds by phone and through messaging platforms, diagnoses technical issues, and provides guidance about hardware installation. The role involves assisting customers with order-related questions, troubleshooting, replacement hardware, and other concerns; evaluating and managing return merchandise authorizations (RMAs); and supporting Customer Service with technical inquiries. The specialist monitors ticketing and messaging systems, investigates cases through resolution, tracks returns, and provides customers with relevant information such as product images, literature, and pricing. For Spirit and OEM products, the role also addresses firmware, mobile app, and hardware troubleshooting. The position follows a Monday–Friday schedule of 8:00 AM–4:30 PM, subject to change based on business needs. The work is primarily in a standard office environment with extended sitting and regular use of office equipment. The role may occasionally require accessing files or supplies and entering plant-floor areas where appropriate PPE is required. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

Familiarity with mechanical principles and concepts, general construction, and 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 protocols, including Bluetooth Low Energy, Wi-Fi, and Zigbee/Z-Wave, and the 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 using ticketing or CRM systems to document technical cases and manage RMA evaluations.
Strong organizational skills.
Good attention to detail and judgment.
Ability to multitask and maintain a professional demeanor in potentially stressful situations.
Ability to work independently on most tasks while remaining self-motivated.
Ability to work as a team player.
Eagerness to continue learning.
Ability to communicate clearly in person and by phone.
Pre-employment background checks, drug screening, and employment eligibility verification (E-Verify) are required as permitted by law.

Responsibilities

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