Technical Support Specialist

Nobody knows more about adhesives than APPLIED Adhesives. We are passionate about solving complex challenges with innovative adhesive products and offerings. APPLIED is the industry leader in helping manage costs, reduce waste, and make entire operations run more efficiently. From adhesives, equipment, parts, and service, we have you covered.

With world-class adhesive products, equipment, and parts along with visionary leadership, unparalleled expertise, and an agile, responsive service team, we’re not happy simply staying put. Every day, we leverage our technical expertise and passion for problem solving for the benefit of our customers and the future of our company.

We have countless victories that we could celebrate, but we’re more interested in looking forward than back. We’ve collected the talent and skills to continue innovating new product solutions and applications in emerging industries. We have the fortitude to not only accept challenges, but to seek them out. And we have the confidence and determination to become the most sought-after adhesive solutions partner.

The Technical Support Specialist is responsible for triaging customer issues across multiple OEM equipment platforms, providing remote troubleshooting, and coordinating service actions across field service, manufacturing, and engineering teams.

This role is accountable for owning customer issues from intake through resolution, with a focus on resolving problems remotely, reducing unnecessary field dispatches, and ensuring a seamless transition to on-site service when required. The position also plays a key role in identifying recurring issues, improving internal processes, and driving training and quality improvements across the organization.

This is a remote position, only candidates who currently live in the U.S. will be considered.

• Serve as the primary point of contact for inbound equipment-related customer issues.
• Gather structured, accurate information to define the problem and log cases/service requests.
• Own issues from initial intake through resolution or escalation.
• Diagnose and resolve equipment issues remotely whenever possible.
• Provide real-time support to field technicians during active service events.
• Reduce unnecessary dispatches by improving first-time remote resolution.
• Coordinate with Field Service, Manufacturing, Engineering, and Parts teams based on issue type.
• Escalate issues appropriately with clear documentation and defined next steps.
• Ensure smooth handoff when transitioning from remote support to on-site service.
• Accurately document troubleshooting steps, findings, and resolutions in CRM systems.
• Maintain clean, structured data to support service history and future diagnostics.
• Capture key details required for effective work order creation and execution.
• Identify recurring issues, failure patterns, and knowledge gaps across equipment types
• Flag opportunities related to:
  Training needs, Aftermarket/service opportunities, Manufacturing or warranty-related quality issues.
• Develop and organize internal training based on trends observed in the field.
• Research equipment issues and build structured training content for technicians and support teams.
• Support ongoing improvement of technical knowledge across the organization.
• This role supports a variety of industrial equipment, with frequent interaction involving:
  Packaging End-of-Line(EOL) Equipment (In-house & external OEMs), Industrial &
• Construction Equipment, Automotive & Advanced Fluid Dispensing Equipment, Parts & Warranty Diagnosis.
• Issue types and OEM involvement will vary day-to-day, requiring adaptability and strong problem-solving skills.

• Have a bias for action and like to take initiative.
• Are a team‑player but also work well independently.
• Have the willingness to learn and are personally driven to succeed.

• Must be able to remain in a stationary position.
• Constantly operates a computer and other office productivity machinery.
• Able to communicate information and ideas so others will understand.

• High School Diploma required. Bachelor’s or Associate’s degree…