Website Summary

Trak group is partnering with a well-established Cincinnati manufacturing client seeking a Technical Support Specialist to provide front-line troubleshooting and technical assistance for customers and field service technicians. This position combines electrical and mechanical troubleshooting, customer service, and technical problem-solving to diagnose issues, identify solutions, and ensure a positive customer experience.

The ideal candidate is a curious, self-motivated problem-solver with a strong understanding of electromechanical products and excellent communication skills. This is an opportunity to become a trusted technical resource while receiving comprehensive product training and working closely with experienced engineers and technical support professionals.

Responsibilities

• Provide prompt and effective technical support to customers and field service technicians via phone, email, and web-based communication.

• Troubleshoot electronic controls, electrical components, and mechanical equipment to identify and resolve technical issues.

• Answer customer questions regarding product functionality, operation, and proper usage.

• Guide nontechnical customers through troubleshooting procedures with patience and clarity.

• Diagnose equipment problems, identify root causes, and recommend appropriate solutions.

• Document customer interactions, technical issues, and resolutions within the CRM or technical support database.

• Collaborate with Engineering to identify and resolve recurring technical problems, software issues, and potential product defects.

• Communicate recurring equipment failures and potential warranty concerns to Manufacturing and Operations.

• Assist in developing technical support bulletins and product update notices for field service technicians and sales representatives.

• Utilize phone, email, and web conferencing tools to troubleshoot and resolve customer issues.

• Support the creation of training manuals, troubleshooting guides, and technical documentation.

• Work closely with internal technical teams to improve product reliability and customer satisfaction.

• Maintain a strong understanding of company products, systems, and troubleshooting procedures.

• Provide professional, customer-focused support while managing multiple technical inquiries.

Must-Haves

• Associate degree or equivalent education in Electromechanical Engineering, Electrical Technology, Mechanical Technology, or a related technical field.

• Strong understanding of electrical and mechanical systems and components.

• Hands-on technical troubleshooting and problem-solving abilities.

• Ability to diagnose technical issues and guide customers through appropriate solutions.

• Strong mechanical and electrical aptitude with a willingness to learn specialized equipment.

• Excellent verbal and written communication skills.

• Ability to explain technical concepts clearly to nontechnical customers and end users.

• Strong customer service skills with the ability to remain patient and professional when handling frustrated customers.

• Self-motivated, resourceful, and comfortable taking ownership of technical problems.

• Strong attention to detail and ability to identify root causes.

• Proficiency with Microsoft Office applications.

• Experience using CRM systems, service databases, or technical support ticketing systems.

• Ability to collaborate effectively with Engineering, Manufacturing, Field Service, and other internal departments.

Preferred

• Previous experience in technical support, field service support, or electromechanical troubleshooting.

• Experience supporting electronic control systems or industrial electrical equipment.

• Background troubleshooting products remotely with customers or service technicians.

• Experience with electronic and mechanical equipment used in specialized manufacturing applications.

• Experience creating troubleshooting documentation, technical bulletins, or training materials.

• Familiarity with root-cause analysis and identifying recurring product issues.

• Experience supporting warranty-related technical investigations.

Benefits & Work Environment

• Location: Cincinnati, OH – Downtown area.

• Medical, dental, and vision coverage with employer cost sharing.

• Annual employer contributions to employee HSA accounts.

• 401(k) with company match.

• Annual bonus opportunity of up to two weeks of base pay.

• Paid time off and paid holidays.

• Extended holiday weekends at Thanksgiving and Christmas.

• Reduced summer hours from Memorial Day through Labor Day.

• Predictable, stable work schedule.

• Free on-site parking.

• Comprehensive technical training and support from experienced technical professionals.