Customer Technical Services Representative

What We Need

Brady Corporation is looking for a Customer Technical Services Representative for our Engraving Solutions business, which includes Brady and Gravotech brands. This is not an IT help desk role – you will be supporting external customers. This individual 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 will be able to prioritize multiple tasks with time sensitive deadlines, be organized and can keep track of multiple customer issues. They need to work closely with customers and members of the internal team to address customer concerns during the startup process as well as provide high level customer support for key accounts after installation is complete.

This person should have strong communicative skills and written skills. All reporting must be timely and detailed.

• Provide timely phone/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, performing 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.

• Bachelor's degree in Computer Science, or a related field, desired
• Previous experience in a call center or technical troubleshoot environment, desired
• 3+ years of experience in product troubleshooting with customers REQUIRED.
• Mechanical and electronic repair background.
• Proficient with remote diagnostic tools and device management platforms.
• Skilled in troubleshooting and resolving non IT hardware, software, and system integration issues.
• Understanding of network fundamentals and communication protocols.
• Experienced 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.
• Capable of working independently and collaboratively in a fast-paced environment.
• Able to work nights and weekends, when required.

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
• Generous 401(k) with company match
• Paid time off and holidays
• Opportunity to participate in incentive programs for all full-time employees
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
• Education reimbursement opportunities
• Scholarship program for children of Brady employees
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program