Technical Support Specialist

Description:

Position Summary

The Technical Support Specialist serves as the primary point of contact for customer technical inquiries, providing troubleshooting, analysis, and resolution for gas detection products. This role is responsible for supporting customers via phone and email, managing return material authorizations (RMAs), and documenting product issues. The position also includes limited hands-on product repair and evaluation responsibilities (approximately 10% of total duties).

Essential Duties and Responsibilities

• Provide technical support to customers via phone and email
• Troubleshoot and resolve issues related to gas detection products
• Issue and manage Return Material Authorizations (RMAs)
• Investigate, document, and track customer complaints and product nonconformities
• Collect and analyze data to identify trends and improve support processes
• Develop, maintain, and update process documentation and work instructions
• Recommend product or system improvements to enhance customer experience
• Perform product repairs and evaluations as needed
• Maintain repair tools, equipment, and inventory

Requirements:

Required Qualifications

• Technical Associate’s degree, specialized training, or equivalent work experience
• Strong knowledge of electronics principles and design
• Mechanical and electrical aptitude
• Familiarity with industrial communication protocols (e.g., Analog, Modbus, BACnet, Wireless, Relay Logic)
• Proficiency in Microsoft Office Suite
• Ability to read and interpret wiring diagrams and schematics
• Experience using tools such as soldering equipment and multimeters
• Strong attention to detail and communication skills

Preferred Qualifications

• Experience with HVAC systems, security systems, fire alarms, or building controls
• Knowledge of sensor technologies, including electrochemical, catalytic bead, infrared, and solid-state sensors

Working Conditions and Physical Requirements

• Primarily office-based with occasional hands-on technical work
• May require use of small tools and diagnostic equipment
• Ability to handle and inspect electronic components

Additional Information

• This position includes both customer-facing technical support and internal quality-related responsibilities
• Approximately 10% of time is dedicated to product repair and evaluation tasks

We believe in transparent and equitable pay. All U.S. job postings include a good-faith salary range based on role, location, experience, and internal equity. We're happy to discuss compensation openly throughout the hiring process.