Customer Technical Services Representative

Customer Technical Services Representative

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We are seeking a Customer Technical Services Representative with experience supporting customers using Brady’s engraving solutions hardware and software products. This is not an IT help desk role – you will be supporting external customers. In this role, you will provide advanced product support for Engraving Solutions and software. This position focuses on troubleshooting hardware/software failures, device connectivity, and standard operation of the machine and software.

It is best suited for someone who understands how to work directly with customers, distributors, and field technicians to resolve technical issues related to our product line.

This position requires prioritizing multiple tasks with time‑sensitive deadlines, staying organized, and tracking multiple customer issues. You will work closely with customers and internal team members to address concerns during the startup process and provide high‑level customer support for key accounts after installation. Strong communicative and written skills are essential, and all reporting must be timely and detailed.

• Provide timely phone and email‑based customer technical support for Gravotech
• Address customer inquiries through phone, email, chat, and case‑management systems
• Diagnose and troubleshoot configuration, operation software, applications, hardware, firmware, software, and connectivity issues
• Support system configurations and perform remote diagnostics as needed
• Manage case lifecycle from intake to resolution, ensuring accurate documentation and follow‑up
• Maintain customer records and track trends within the CRM platform
• Stay updated on technological developments and product changes to enhance service delivery
• Determine if parts are required, place quotes, part orders, and request dispatches of Field Service Technicians

• 3+ years of experience in product troubleshooting with customers (REQUIRED)
• Mechanical and electronic repair background
• Proficiency with remote diagnostic tools and device management platforms
• Skill in troubleshooting and resolving non‑IT hardware, software, and system integration issues
• Understanding of network fundamentals and communication protocols
• Experience with CRM and ERP platforms, including SAP, Salesforce, or Sugar
• Strong analytical and troubleshooting skills, able to manage multiple priorities efficiently
• Excellent written and verbal communication skills for technical explanations to non‑technical users
• Capability to work independently and collaboratively in a fast‑paced environment
• Availability to work nights and weekends when required

• Bachelor’s degree in Computer Science or a related field
• Previous experience in a call‑center or technical troubleshooting environment

Gravotech has been a global leader in direct part marking and laser engraving since 1938. Gravotech machines are used by more than 60,000 customers worldwide, from large consumer brands and industrial manufacturers to professional engravers and small retail customers alike.

In 2024, Gravotech joined Brady Corporation’s global portfolio of brands. Brady is a global leader in safety, identification, and compliance solutions for a diverse range of workplaces. From the depths of the ocean to outer space, from the factory floor to the delivery room – Brady is just about everywhere you look. Companies worldwide trust Brady because of our deep expertise and knowledge across a wide range of industries and applications, powered by world‑class manufacturing capabilities.

Gravotech products help enable Brady’s full range of industrial identification solutions in industries around the world.

We have a diverse customer base in industries including electronics, telecommunications, manufacturing, electrical, construction, healthcare, aerospace, and more. As of July 31, 2025, Brady employed approximately 6,400 people worldwide. Our fiscal 2025 sales were approximately $1.51 billion. Brady stock trades on the New York Stock Exchange under the symbol…