Field Technical Support Specialist – Elevator Systems

Role Summary

Fox Valley Elevator is hiring a skilled Field Technical Support Specialist to serve as a central resource for resolving complex system issues, supporting modernization efforts, and strengthening technical capabilities across the organization. This position blends deep hands-on expertise with customer-facing communication, playing a direct role in system performance, safety, and client satisfaction.

You’ll act as a go-to expert for diagnosing problems, guiding field teams remotely, and helping evolve older elevator systems to meet current standards. In addition, you’ll contribute to technician training and help maintain compliance across residential installations.

What You’ll Do

Technical Support & Problem Solving

• Deliver advanced troubleshooting support to technicians and customers through phone, email, and digital tools
• Identify root causes of system issues and guide resolution with minimal service disruption
• Use schematics, manuals, and diagnostic tools to walk field teams through repairs
• Capture and document recurring issues and solutions to improve internal knowledge systems
• Review installations to ensure adherence to applicable residential elevator codes and safety standards
• Design and lead technical training sessions to improve installer skillsets and consistency

Support Center Operations

• Respond to incoming technical requests as part of the support team
• Follow established workflows to maintain consistency in service delivery
• Assist with onboarding and mentoring team members
• Monitor service metrics such as response time, resolution success, and customer feedback
• Step in on escalated cases to ensure timely resolution and clear communication

Parts & Solutions Coordination

• Review service needs and generate accurate parts quotes
• Work with vendors to source reliable components at competitive pricing
• Stay current on inventory availability, lead times, and replacement options for discontinued parts
• Coordinate internally to ensure efficient ordering and delivery processes
• Help customers understand repair options, timelines, and cost considerations

Modernization & System Upgrades

• Evaluate aging elevator systems and recommend upgrade strategies
• Partner with engineering to develop modernization plans aligned with current standards
• Prepare technical documentation, cost estimates, and project scopes
• Support execution by collaborating with field teams and contractors
• Keep up with new technologies and recommend improvements for legacy equipment

Customer Engagement

• Build strong, trust-based relationships by acting as a reliable technical advisor
• Communicate proactively with clients on project updates and technical guidance
• Gather feedback to continuously improve service quality

Process Improvement & Reporting

• Identify inefficiencies and recommend process enhancements
• Analyze trends in service data and present actionable insights
• Collaborate across departments to implement improvements

What You Bring

• Bachelor’s degree in Engineering or a related technical discipline (or equivalent experience)
• At least 5 years of hands-on experience within the elevator or vertical transportation industry
• Strong troubleshooting background with the ability to interpret schematics and technical documentation
• Working knowledge of elevator components, safety codes, and modernization practices
• Experience ensuring compliance with residential elevator regulations
• Background in training or mentoring technical staff is a strong plus
• Clear communicator who can simplify complex technical issues
• Proven ability to manage multiple priorities in a fast-paced environment
• Familiarity with CRM systems, ticketing platforms, or call management tools
• Strong commitment to safety, quality, and continuous improvement

Preferred

• Advanced degree (Engineering or MBA)
• Industry certifications (e.g., CET, PMP)
• Experience upgrading legacy systems (controls, drives, safety enhancements)

Work Environment

• Primarily based at company headquarters, with occasional travel to job sites
• Combination of desk-based support and hands-on technical involvement
• Ability to navigate mechanical spaces and lift up to 25 lbs as needed

Compensation & Perks

• Competitive pay based on experience
• Full benefits package including medical, dental, and vision
• 401(k) with employer contribution
• Paid time off and company holidays
• Ongoing training and career development opportunities
• Team-oriented, forward-thinking work environment

How to Apply

Submit your resume along with a brief cover letter highlighting your relevant experience and interest in the role.

Fox Valley Elevator is an equal opportunity employer and encourages candidates from all backgrounds to apply.

Pay: $20.00 - $24.00 per hour

Work Location: In person