Mechanical Technical Support Specialist

The Mechanical Technical Support Specialist position in Dover, NH supports Formax resellers through mechanical-focused troubleshooting and responsive technical assistance. The role emphasizes hands-on mechanical support (not IT or computer support), with customer interactions primarily over phone and email, plus occasional video support and quarterly travel for installation and training.

Role Overview

In this onsite position based in Dover, NH, you will help resellers resolve mechanical and electrical issues related to Formax brand equipment. Support is delivered mainly through phone, email, and video, with travel to client sites at least once per quarter to support installations and training sessions.

Key Responsibilities

• Provide mechanical technical support and assistance to resellers using Formax equipment.
• Troubleshoot and diagnose mechanical and electrical issues over the phone.
• Deliver excellent customer service and work to build and maintain client relationships.
• Independently manage and prioritize service requests and support tickets.
• Collaborate with internal teams to resolve technical issues and maintain customer satisfaction.
• Travel to client sites at least once per quarter for equipment installation and training sessions.

Required Qualifications

• Mechanical and electrical experience is required.
• Excellent verbal communication skills and strong telephone etiquette.
• Strong troubleshooting and diagnostic abilities.
• Demonstrated problem-solving, decision-making, and analytical skills.
• Ability to work independently and effectively prioritize tasks.
• Proven customer service skills with a focus on building and maintaining client relationships.
• Occasional willingness to travel for client visits, including a valid driver’s license.
• Strong computer skills, including proficiency with email, Microsoft Office applications, and remote assistance applications.

Tools and Technologies

• Email
• Microsoft Office
• Remote assistance applications

Benefits

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience

• Mechanical knowledge: 1 year (Preferred)