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.
By providing your phone number, you consent to: (1) receive automated text messages and calls from the Judge Group, Inc. and its affiliates (collectively "Judge") to such phone number regarding job opportunities, your job application, and for other related purposes. Message & data rates apply and message frequency may vary. Consistent with Judge's Privacy Policy, information obtained from your consent will not be shared with third parties for marketing/promotional purposes. Reply STOP to opt out of receiving telephone calls and text messages from Judge and HELP for help.
Contact: This job and many more are available through The Judge Group. Please apply with us today! 
