Location: Marlborough, MA
Salary: $46,000.00 USD Annually - $62,100.00 USD Annually
Description: Job Summary
The Technical Support Specialist is a key member of the Product Support team, providing advanced technical assistance to customers and internal stakeholders. This role focuses on diagnosing, resolving, and preventing product-related issues while ensuring a high level of customer satisfaction. The specialist manages complex support cases, mentors junior team members, and collaborates with cross-functional teams to improve product performance, reliability, and service delivery.
Essential Responsibilities
- Respond to customer inquiries via phone, email, and ticketing systems, providing timely and accurate technical solutions.
- Independently troubleshoot moderate to complex hardware, software, and system-level issues.
- Perform remote diagnostics and guide customers through corrective actions or escalation procedures.
- Collaborate with Engineering, Field Service, Quality, and other internal teams to resolve recurring or systemic issues.
- Document support cases, root cause analyses, resolutions, and corrective actions within CRM and knowledge management systems.
- Assist with remote system testing, verification, and validation of product fixes and new releases.
- Identify support trends and recommend preventive solutions, process improvements, and training opportunities.
- Provide technical guidance and mentorship to junior support team members.
- Participate in on-call rotations and provide after-hours technical support as required.
- Maintain professional communication and follow-up throughout the support process to ensure customer satisfaction.
- Interpret electrical schematics and technical drawings.
- Support troubleshooting of industrial equipment, accessories, and diagnostic systems.
- Maintain a safe, organized, and professional work environment.
Qualifications
- Technical degree with 6+ years of relevant experience, or equivalent hands-on experience in technical support, field service, or related roles.
Experience
- Strong technical support experience within industrial manufacturing, automation, laser systems, or related technologies.
- Proven ability to resolve complex technical and operational issues.
- Experience working with CRM, ERP, and structured support management systems.
- Background supporting electromechanical, electronic, optical, or industrial equipment is preferred.
Technical Skills & Competencies
- Advanced troubleshooting skills involving electrical, electronic, mechanical, and system-level components.
- Ability to analyze technical issues and apply sound judgment to develop effective solutions.
- Capable of managing complex technical problems independently with minimal supervision.
- Experience using diagnostic and testing equipment such as oscilloscopes, multimeters, fiber testers, and related tools.
- Strong collaboration skills with cross-functional teams, including Engineering, Manufacturing, Quality, and Operations.
- Ability to create, maintain, and improve technical documentation and knowledge base content.
- Demonstrated leadership skills through mentoring, coaching, and sharing best practices with colleagues.
Physical Requirements
- Ability to sit, stand, and work at a computer for extended periods.
- Regularly lift up to 15 pounds and occasionally lift up to 50 pounds.
- Ability to travel approximately 15% to 20% as required.
- Ability to move throughout manufacturing, laboratory, office, and customer environments as needed.
- Ability to remain seated for extended periods during travel.
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