Technical Support Specialist

TECHNICAL SUPPORT SPECIALIST

Helpdesk & Field Technician Support

POSITION SUMMARY

We are seeking a detail-oriented and technically skilled Technical Support Specialist to join our team. In this role, you will serve as the primary point of contact for field technicians, providing remote helpdesk and phone-based support to diagnose, troubleshoot, and resolve hardware and software issues across a range of electromechanical and electronic systems. The ideal candidate brings hands-on electronics experience, strong communication skills, and the patience to guide technicians of varying skill levels through complex repair procedures.

KEY RESPONSIBILITIES

Helpdesk & Field Technician Support
Provide helpdesk and phone-based technical support to field technicians in real time
Communicate clearly and patiently with technicians to diagnose and resolve issues remotely
Coordinate and assist with the replacement of mainboards, I/O boards, power supplies, and liquid pumps

Hardware Troubleshooting & Repair Assistance
Troubleshoot I/O boards to identify faults and guide corrective actions
Diagnose and resolve issues with humidity, magnetic and temperature sensors
Troubleshoot stepper motor performance and operation
Analyze pump spray patterns and assist with corrective adjustments

Software & Firmware
Perform and assist with software and firmware updates on supported devices
Configure and support general Wi-Fi setup for connected devices

QUALIFICATIONS

Required
Hands-on experience working with general electronics boards and components
Demonstrated experience in appliance repair or a related field
Experience with general Wi-Fi device setup and connectivity troubleshooting
Excellent verbal communication skills with the ability to clearly explain technical steps over the phone
Patience and professionalism when working with technicians of varying technical backgrounds
Strong analytical and problem-solving skills for remote diagnosis

Preferred
Experience with electromechanical devices and systems
Experience with Appliance repair and/or Tech Support would be a plus
Familiarity with stepper motors, liquid pump systems, or environmental sensors
Background in helpdesk, technical support, or field service coordination

WORK ENVIRONMENT

This position involves frequent telephone and remote communication with field technicians across multiple locations. The role requires the ability to work in a fast-paced support environment, managing multiple cases simultaneously while maintaining a calm and professional demeanor. Occasional hands-on work with hardware components may be required for training or escalation purposes.

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