Technical Support Specialist - 3rd Shift

Job Title:
Technical Support Specialist - 10pm-6am

Reports To:
Service Support Manager

The Technical Support Specialist is responsible for fast, accurate remote technical intake, triage, and recovery of customer production equipment to protect uptime and minimize unnecessary field service dispatches. This role serves as the Technical Support Operations Center (TSOC) frontline support; using structured workflows, FSM tools, telemetry, and remote diagnostics to restore operation and avoid truck rolls. Provide accurate information to ensure seamless handoff and operational excellence when escalation to Field Technical service is required.

• Technical Intake & Triage
• Serve as the first technical point of contact for inbound customer support requests.
• Perform structured intake to identify machine state, fault conditions, safety concerns, and production impact.
• Prioritize tickets based on uptime risk, SLA requirements, and customer impact.
• Determine whether issues can be resolved remotely or require escalation to onsite Field Technical Solutions.
• Remote Technical Recovery
• Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customer‑provided observations.
• Guide customers through safe corrective actions to restore operation whenever possible.
• Resolve issues remotely to avoid unnecessary truck rolls while maintaining safety and quality standards.
• Escalate complex or unresolved issues with complete technical context and documented findings.
• Field Service Coordination
• Initiate Work Orders and support field service scheduling when onsite response is required.
• Ensure accurate problem descriptions, parts identification, and job scope are provided to field technicians.
• Support travel time optimization and technician utilization through clean, complete case data.
• Collaborate with Field Technical Solutions to support First Visit Fix Rate objectives.
• Ticket Documentation & Data Quality
• Document all tickets accurately and consistently in C4C and Field Service Management systems.
• Capture failure modes, corrective actions, resolution outcomes, and repeat issue indicators.
• Ensure ticket data supports SLA reporting, service transparency, and lifecycle analytics.
• Identify recurring issues and communicate trends to Operations, Engineering, and Product teams.

• Technical Support Average Response Time
• First Contact Fix Rate
• Truck Roll Avoidance
• Missed Calls and After Hours Call Handling

Required:

• 3+ years of experience in technical support, field service support, or equipment troubleshooting.
• Hands‑on experience supporting electromechanical or automated equipment.
• Ability to troubleshoot systems using logical, structured diagnostic approaches.

Preferred:

• Experience supporting capital equipment, automation, or packaging machinery.
• Remote technical support background.
• Familiarity with PLCs, HMIs, sensors, pneumatics, and industrial communication networks.

Required:

• Strong technical troubleshooting and customer communication skills.
• Ability to perform calmly and effectively in high‑pressure downtime situations.
• High attention to detail in documentation and system updates.
• Proficiency with Field Service Management platforms and digital workflows.

Preferred:

• Experience with telemetry, remote monitoring, or automated reporting tools.
• Understanding of service KPIs such as FCFR, MTTR, and SLA compliance.
• Cross‑functional collaboration experience with Field Service, Engineering, and Operations teams.
• Experience with Customer Resource Management (CRM) tool. – i.e. C4C, Salesforce

• Customer Focus
• Operational Discipline
• Data Accuracy
• Cross‑Functional Collaboration
• Communication Clarity
• Problem Solving
• Ownership & Accountability

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