Customer Technical Services Representative

Customer Technical Services Representative

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.

Who we are:
Brady Corporation is a global industrial technology leader dedicated to making workplaces safer, more productive, and more connected. Backed by a 110+ year legacy of reliability and innovation, we have entered an exciting era of transformation and growth, powered by more than 10,000 team members serving customers across 40+ countries. Following our acquisition of Honeywell's Productivity Solutions and Services business in August 2026, Brady brings together trusted leadership in safety, materials science, and identification with advanced mobile computing, scanning, and automation.

We help organizations make work safer, more productive, and more connected by transforming everyday critical information into actionable intelligence. Our end-to-end platform unites two powerful pillars:

• Identification Solutions:
  High-performance labels, safety signs, engineered materials, and rugged industrial printing systems.
• Intelligent Productivity Solutions:
  Industry-leading mobile computers, barcode/RFID scanners, specialized software, voice automation, and workflow services.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and…