Service Technician

Job Title: Technical Service Representative (TSR)

Company: Kirk-Rudy, Inc.

Location: Woodstock, GA

Reporting to: Service Manager

About Kirk-Rudy, Inc.

Kirk-Rudy, Inc. is a leading provider of innovative solutions in the field of mail and packaging automation. With a rich history spanning over 5 decades of experience, Kirk-Rudy has established itself as a trusted name in the industry, delivering cutting-edge.

Technical Service Representative (TSR)

Position Overview

The Technical Service Representative is responsible for providing phone, online, and in-person technical support for all Kirk Rudy systems and related equipment.

This role serves as the primary source of mechanical, technical, and software support in the field as well as in-house, via telephone, online, or email, establishing communication and directing information as needed to reach positive maintenance/repair solutions for our clients. The TSR must engage with customers providing troubleshooting assistance, part number identification, and overall support as needed.

This is a fast-paced, customer-facing position requiring strong technical aptitude and problem-solving skills.

Key Responsibilities

Technical Support

• Provide remote troubleshooting support for all KR systems and related equipment.
• Maintain/Support mechanical, electrical, and software/networking issues across bases, feeders, and integrated systems.
• Diagnose issues efficiently and guide customers through corrective actions.
• Escalate complex technical issues to senior service personnel when necessary.

Case Management

• Handle daily service calls as needed.
• Document all service interactions accurately within the service portal or CRM system.
• Prioritize support requests based on urgency and customer impact.
• Travel to customer sites is required from time to time to perform repairs, maintenance, and equipment installations as needed by our customers.

Documentation & Administrative Duties

• Maintain and distribute service bulletins to ensure all internal and external customers have the latest technical and procedural updates.
• Following the guidance of the Service Manager, write up and/or update SOP documentation as needed using KR documentation standards and guidelines to ensure accuracy and consistency.
• For marketing/training purposes, create videos and written materials to post in the KR website and other media venues as needed following the direction of the Service Manager.
• Assist in machinery preparation for trade shows and Factory Acceptance Tests (FATs) as needed.

Parts & Product Support

• Assist customers with accurate part number identification.
• Provide information on parts’ availability and coordinate with internal teams as needed.
• Support warranty-related inquiries.

Customer Communication

• Maintain clear, professional, and timely communication with internal/external customers and dealers.
• Provide follow-up to ensure issue resolution and customer satisfaction.
• Represent the company with a solutions-focused, service-oriented approach.

Qualifications

• 2–3 years of experience in a technical/mechanical environment (repairs or manufacturing), customer service, or related field.
• Strong troubleshooting/problem-solving skills.
• Working knowledge of software systems and basic networking concepts.
• Ability to read and interpret technical documentation.
• Excellent communication and customer service skills.
• Strong organizational and multitasking abilities in a high-volume call environment.
• Working knowledge of MS Office Suite

Preferred Qualifications

• Experience supporting industrial equipment or automation systems.
• Familiarity with CRM or service ticketing systems.
• Proficiency in Spanish or other languages would be a plus
• Sales/ Customer Service experience

What Success Looks Like

• Fast and accurate issue diagnosis.
• High customer satisfaction and professional communication.
• Effective management of high call volumes.
• Strong collaboration with service and engineering teams.

Kirk-Rudy Offers:

• Competitive salary and comprehensive benefits package.
• A leadership role within a dynamic, innovative environment that values forward-thinking and problem-solving.
• Opportunities for personal and professional growth.
• The chance to work at the forefront of automation technology with a company that is a leader in its industry and committed to the latest technologies and highest standards.

Work Location: In person