Technical Support Representative

Overview

The Technical Support Representative provides technical support and inside sales assistance for Newall digital readout systems, linear encoders, and BEI rotary encoders, playing a critical role in ensuring customer satisfaction and the reliable operation of technical products. Under limited supervision, this role handles a range of customer service and technical support activities, including responding to inquiries, troubleshooting product issues, examining warranty claims, and managing customer returns and exchanges.

The position involves using diagnostic tools such as oscilloscopes and voltmeters to analyze waveforms, repairing electronic equipment and sensors, analyzing and documenting faults, and providing product and pricing information. The Technical Support Representative works cross-functionally to resolve technical issues, support delivery schedules, and address billing inquiries, while promoting positive customer relationships through clear, professional communication and strong writing and interpersonal skills.

• Responds to customer inquiries and resolves technical issues through various channels, such as phone, email, chat, or in-person.
• Diagnoses and troubleshoots hardware, software, network, or system issues, and provides step-by-step solutions.
• Offers guidance and education to customers on how to use products and services effectively.
• Utilizes technical manuals, documentation, and other resources to resolve customer issues.
• Provides regular updates to customers about the status of their issues and expected resolution times.
• Generates reports on support activities, issue resolution times, and customer satisfaction metrics.
• Collects feedback from customers on the support experience and uses it to improve processes and services.

• Relevant work experience or knowledge of the role.
• Must be a team player able to work in a fast-paced environment with demonstrated ability to handle multiple competing tasks and demands.
• Strong organization, planning and time management skills to achieve results.
• Holds self-accountable to achieving goals and standards.
• Proficient in Microsoft Office programs (Outlook, Word, PowerPoint, and Excel).

• Provide technical support and inside sales assistance for digital readout systems, linear encoders, and related products.
• Troubleshoot, repair, and document faults in electronic equipment and sensors using tools such as oscilloscopes and voltmeters.
• Assist customers with product selection, applications, systems integration, and sensor compatibility (PLC, CNC, PC controls).
• Provide quotes, product and pricing information, and sales support to customers and field sales teams.
• Manage customer orders, returns, repairs, replacements, and warranty claims; track and communicate order status.
• Act as a liaison between customers, field sales, and internal teams to resolve technical and service issues.
• Maintain accurate documentation of customer interactions, actions taken, and technical findings.
• Contribute to technical documentation and utilize internal product knowledge resources.
• Strong written communication skills and attention to detail required.
• Ability to travel approximately 5% of the time.

Hourly Base Pay Range: $24.60 - $33.83