Technical Support Specialist
Job Title: Technical Support Specialist
Reports To: QA/QC Supervisor
FLSA Status: Exempt
Industry: Environmental Testing & Monitoring Equipment Rental
Travel: Approximately 40%
Summary
The Technical Support Specialist supports the QA/QC Supervisor to ensure high standards of equipment quality and customer service. This role is responsible for developing testing procedures, providing advanced technical support, training technicians, and ensuring customers receive exceptional service across multiple branches. This is a salaried corporate position requiring regular travel to company locations and customer sites.
Essential Duties & Responsibilities
Technical Procedures & Product Support
- Develops test procedures for new rental products based on manufacturer specifications and company best practices.
- Revises existing test procedures in response to technician feedback and updated manufacturer guidance.
- Assists in evaluating potential new rental products.
- Maintains strong technical knowledge of company products and services to support accurate customer communication.
Technician Training & Support
- Assists with technician training programs and helps assess and track technician proficiency.
- Provides escalation‑level troubleshooting and technical support for advanced equipment issues.
Operational Support Across Locations
Supports Customer Service Technician duties as needed, including:
- Shipping/receiving functions
- Routine turnaround and calibration of rental equipment
- Troubleshooting and repairing equipment
- Servicing customer‑owned equipment
- Entering quotes, rental orders, and purchase orders
- Posting delivery work orders
- Performing inventories
- Providing customer technical support via phone, email, video, or in person
- Maintaining an organized and safe work environment
Customer Service & Communication
- Builds and maintains strong customer relationships to enhance company reputation.
- Logs all customer communication accurately in the company's software systems.
- Prioritizes and resolves issues promptly, escalating concerns when necessary.
- Ensures complete customer satisfaction through proactive identification and resolution of potential issues.
Special Projects & Vendor Relations
- Executes special projects as assigned by the QA/QC Supervisor.
- Works with vendors and suppliers to ensure products meet quality expectations.
- Identifies opportunities and leads through awareness of internal operations and services offered.
Qualifications
Education & Experience
- Associate degree (A.A./A.S.) in a technical discipline OR
- Two years of related technical or equipment support experience OR
- Equivalent combination of education and experience
Knowledge, Skills & Abilities
- Strong mechanical and electrical/electronic aptitude
- Excellent time management and multitasking abilities
- Professional, courteous communication skills
- Ability to read and interpret technical documents, regulations, and manuals
- Ability to write reports, procedures, and business correspondence
- Proficient with Microsoft Word, Excel, and common internet applications
- Ability to learn rental/equipment management software
- Willingness and ability to travel by car or airplane (~40%)
Reasoning & Math Skills
- Ability to solve problems with multiple variables
- Ability to calculate percentages, proportions, and basic geometry
Physical Demands
- Regularly required to stand, walk, use hands, reach, talk, and hear.
- Frequently sits; occasionally stoops, kneels, crouches, or crawls.
- Must be able to lift and move up to 40 pounds.
Work Environment
- Exposure to non‑weather‑related humidity, moving mechanical parts, fumes, particulates, chemicals, outdoor weather, electrical risks, and vibration.
- Noise level is typically moderate.
FAQs
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