Technical Support Specialist

  • Full Time
  • Auburn, Maine
  • This position has been filled

Our client designs and manufactures automated systems for multiple manufacturing markets.

Summary: Provide timely and efficient customer support in problem resolution related to the mechanical and electrical systems of company equipment. Assist customers needing to procure parts and services.


  • Identifies, diagnoses, and resolves problems for users of company product/equipment using phone communication or onsite support
  • Manages escalation of issues to assure timely resolution
  • Utilizes CRM for scheduling and maintains accurate and complete records of all customer interactions i.e. phone support, service, and preventive maintenance
  • Installs, tags, and assists in the configuration of end-user hardware, software and peripherals
  • Coordinates timely service of equipment and software by company resources or dealers and vendors
  • Analyzes recurring customer issues and trends to suggest corrective actions
  • Provides feedback to quality control related to defects found in the field
  • Supports other departments with answers to frequently asked questions from customers
  • Manages, in a timely fashion, personal schedule, expense reports, reporting of hours and travel arrangements
  • Promotes safety for staff and customers
  • Provides continued mentoring for junior technicians
  • Provides active and open communication to customers and dealers so they are free to discuss their requirements, concerns and/or issues
  • Participates in job rotations to further product and process knowledge
  • Participates in a 24/7 on call rotation


  • (2) years college level course work in information technology, software engineering or electrical, mechanical engineering required
  • Prior experience providing end user phone support required
  • Proficiency with troubleshooting and problem solving techniques required
  • Excellent customer service skills required
  • Experience with training individuals and classes required
  • Travel up to 25% is required