Nexus Technical Support Specialist

Nexus Technical Support Specialist

Dallas RSC - Irving, TX 75038

If you are a technically minded problem-solver who enjoys helping customers and turning complex issues into practical solutions, then keep reading! We are searching for a customer-focused Nexus Technical Support Specialist to join our Vantage team.

The Nexus Technical Support Specialist serves as the primary technical resource for customers, distributors, field technicians, and internal teams by providing troubleshooting, application guidance, and technical solutions for the Nexus Elevator Control System. This position diagnoses control, electrical, and related electromechanical issues; interprets technical documentation; supports installations and repairs; and collaborates with Engineering, Quality, Manufacturing, and Sales to resolve customer concerns.

Support is handled primarily by phone from the Dallas office, with travel when an issue requires on-site assistance. The successful candidate will develop into the subject-matter expert for the Nexus Elevator Control System. Strong electromechanical aptitude, disciplined problem-solving, and clear customer communication are the strongest indicators of success. Candidates with transferable experience in aviation, HVAC, farm equipment, industrial equipment, or similar technical fields are encouraged to apply.

We are searching for a candidate with:

• Associate's degree in Engineering Technology, Industrial Technology, Electronics, Mechanical Technology, Aviation Maintenance, HVAC, or a related field preferred; an equivalent combination of education, technical training, and hands-on electromechanical experience will be considered
• Three to five years of experience in technical support, field service, equipment maintenance, manufacturing, engineering support, or industrial equipment
• Demonstrated experience troubleshooting electrical, mechanical, or electromechanical equipment
• Strong ability to read and interpret engineering drawings, wiring diagrams, schematics, parts manuals, and technical documentation
• Excellent analytical, diagnostic, and root-cause problem-solving abilities
• Strong phone-based customer service, active-listening, and communication skills
• Ability to ask effective diagnostic questions and explain technical concepts to both technical and non-technical audiences
• Working knowledge of control circuits and their interaction with motors, relays, contractors, transformers, sensors, switches, brakes, and doors
• Ability to prioritize multiple issues, maintain responsiveness, and determine when escalation or field travel is required
• Strong organizational and documentation skills, with the ability to work independently and collaborate across multiple departments
• Proficiency with Microsoft Office applications
• Experience using ERP, CRM, or case-management systems preferred
• Customer-facing technical support experience strongly preferred; relevant experience may come from aviation, HVAC, farm equipment, elevator service, industrial controls, or similar technical fields
• Experience supporting elevator controls, engineered products, product testing, technical documentation, field troubleshooting, or technical training preferred
• Familiarity with quality systems and continuous-improvement methodologies preferred
• Ability to travel as needed

A typical day may include:

• Provide technical support primarily by phone, email, and other communication channels to customers, field technicians, distributors, and internal employees
• Develop and maintain subject-matter expertise in the Nexus Elevator Control System, including its components, operation, applications, diagnostic procedures, and product revisions
• Troubleshoot electrical, control, communication, product-performance, and related electromechanical issues using technical documentation, engineering drawings, and product specifications
• Diagnose root causes of customer issues and recommend corrective actions or repair solutions
• Assist customers with Nexus installation, startup, operation, adjustment, maintenance, and troubleshooting
• Interpret engineering drawings, wiring diagrams, parts manuals, service information, and technical specifications
• Ask effective diagnostic questions and guide field personnel through logical, step-by-step troubleshooting procedures
• Determine whether an issue originates within the Nexus system or from related elevator equipment, field wiring, installation conditions, or application requirements
• Document customer inquiries, troubleshooting activities, field conditions, and resolutions within the company's support system
• Coordinate with Engineering, Quality, Manufacturing, and Sales to resolve complex or recurring technical issues
• Support warranty evaluations and determine appropriate corrective actions
• Recommend replacement parts, product upgrades, and service solutions
• Assist with the development of technical bulletins, troubleshooting guides, FAQs, service procedures, and customer documentation
• Identify recurring product issues, provide feedback to Engineering and…