Technical Customer Support Lead
$98,000–$108,000 year
On-siteAddison, Illinois, United States
Job Summary
Serve as the primary point of contact for customer technical support requests received via phone, email, and other channels. Troubleshoot equipment and application issues remotely, determining the appropriate course of action including remote resolution, replacement parts, field service dispatch, or product support escalation. Coordinate the scheduling and dispatch of field service staff based on customer priorities, technical requirements, geography, and resource availability while maintaining ownership of cases from initiation through resolution. Maintain accurate customer records, technical documentation, and service histories within company systems. Monitor support activity, response times, and case backlogs to identify trends requiring attention. Develop, document, and continuously improve technical support procedures, troubleshooting guides, knowledge base articles, and standard operating procedures. Participate in root cause analysis and corrective action initiatives for recurring product or service issues. Collaborate with cross-functional teams to resolve customer issues and support special projects as assigned. Remain current on HSG products, software updates, automation technologies, and industry best practices through ongoing technical training.
Required Qualifications
- Bachelor's degree in Engineering, Business, Operations Management, or a related discipline
- Minimum of 3-7 years of experience in technical customer support, field service operations, service coordination, industrial equipment, manufacturing, or a related customer-facing technical environment
- Strong mechanical and technical aptitude with the ability to quickly learn HSG products, equipment operation, and troubleshooting processes
- Demonstrated ability to troubleshoot technical issues, gather critical information, exercise sound judgment, and coordinate appropriate resources to achieve timely customer resolutions
- Excellent customer service, interpersonal, and communication skills, with the ability to effectively communicate technical information to customers with varying levels of technical knowledge
- Proven ability to manage multiple customer issues simultaneously while maintaining organization, accuracy, and attention to detail in a fast-paced environment
- Self-motivated with the ability to work independently, prioritize competing demands, and demonstrate initiative with minimal supervision
- Willingness to travel up to 20%, including customer visits, equipment installations, training, trade shows, and business meetings as required
- Ability to participate in meetings across multiple time zones and respond to critical customer issues outside of normal business hours when business needs require
- Proficiency with Microsoft Office applications
- HSG participates in E-Verify and conducts pre-employment drug testing and background checks as part of our hiring process
Desired Qualifications
- Experience supporting industrial equipment, automation systems, capital equipment, manufacturing machinery, or other complex technical products
- Experience coordinating service technicians, scheduling field service activities, or managing technical support workflows
- Experience developing or improving technical documentation, standard operating procedures, workflows, knowledge base articles, or other process documentation
- Experience with Microsoft Dynamics, Salesforce, CRM platforms, ERP systems, or customer ticketing software
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