Technical Support Specialist (Machinery) - 3rd Shift
$150,000–$200,000 year
RemoteUnited States
Job Summary
Serve as the first technical point of contact for inbound customer support requests, performing structured intake to identify machine state, fault conditions, and production impact. Prioritize tickets based on uptime risk and SLA requirements, then execute remote troubleshooting using HMI data, alarms, and telemetry to restore operation and avoid unnecessary field service dispatches. Guide customers through safe corrective actions, escalate complex issues with complete technical context, and initiate work orders for onsite responses while ensuring accurate problem descriptions and job scope. Document all tickets in C4C and Field Service Management systems to support SLA reporting and lifecycle analytics, identifying recurring issues to communicate trends to Operations and Engineering teams.
Required Qualifications
- 3+ years of experience in technical support, field service support, or equipment troubleshooting
- Hands‐on experience supporting electromechanical or automated equipment
- Ability to troubleshoot systems using logical, structured diagnostic approaches
- Strong technical troubleshooting and customer communication skills
- Ability to perform calmly and effectively in high‐pressure downtime situations
- High attention to detail in documentation and system updates
- Proficiency with Field Service Management platforms and digital workflows
Desired Qualifications
- Experience supporting capital equipment, automation, or packaging machinery
- Remote technical support background
- Familiarity with PLCs, HMIs, sensors, pneumatics, and industrial communication networks
- Experience with telemetry, remote monitoring, or automated reporting tools
- Understanding of service KPIs such as FCFR, MTTR, and SLA compliance
- Cross‐functional collaboration experience with Field Service, Engineering, and Operations teams
- Experience with Customer Resource Management (CRM) tool – i.e. C4C, Salesforce
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