Technical Support Specialist

Description

• Support RCA & Quality Investigations: Collaborate with operating divisions to support Root Cause Analysis (RCA) investigations, quality assurance activities, and continuous improvement initiatives.
• Produce Technical Communications: Prepare and distribute technical reports, correspondence, and presentations that clearly communicate findings, recommendations, and action items.Perform Fieldwork & Presentations: Participate in field activities to deliver direct technical support and on-site testing. Conduct technical presentations for internal teams, partners, and customers as needed.
• Provide Expert Technical Support: Deliver system- and facility-level technical support for products, assisting internal teams, Authorized Service Providers (ASPs), and end users to resolve complex product issues and ensure operational excellence.
• Manage Field Incident Tasks: Track and oversee field incident tasks assigned to operating divisions from initiation through completion, ensuring thorough documentation and follow-through.
• Promote Collaboration & Professionalism: Advance the division’s goals and uphold company's professional image through responsive, cooperative interactions with other departments, customers, and suppliers.
• Serve as a Technical Liaison: Act as a communication bridge between divisions, expatriates, and equipment groups to share information, escalate issues, and coordinate technical responses.
• Enhance Technical Processes: Assist in developing, reviewing, and improving technical support procedures and workflows to optimize team efficiency and service delivery.
• Support Remote Monitoring Solutions: Provide technical assistance for remote monitoring software associated with products, including issue resolution, software documentation, and customer support. Maintain the software database and manage version control processes.
• Maintain Technical Documentation: Develop, update, and distribute technical bulletins, troubleshooting guides, and service communications. Ensure all documentation complies with quality system requirements and version control standards.
• Analyze & Report Performance Trends: Compile data, perform detailed analyses, and present findings on product failures, incident trends, and design change recommendations for internal and external audiences.

Requirements

Proficiency in Microsoft Office applications and MRP/ERP systems.

Advanced knowledge of field acceptance testing, data analysis, and related tools.

Seeking a skilled and analytical Technical Support Specialist II to provide expert technical assistance for assigned products and services. This role is essential in supporting internal teams, authorized service providers, and end users by delivering timely solutions, conducting data-driven analyses, and contributing to product and service excellence across the organization.

Solid technical understanding of assigned products and remote monitoring systems.

Familiarity with safety standards and industry regulations (UL, NEC, IEC).

Education: Bachelor’s degree in a technical discipline with 3–5 years of experience providing technical or field support for products and systems—or an equivalent combination of education and experience.

Strong analytical and problem-solving abilities.

Exceptional communication, presentation, and interpersonal skills.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance