Product Technical Support Specialist

DOUGLAS MACHINES CORP is seeking a Product Technical Support Specialist to provide technical phone support for customers, third-party service providers, and the field service team. This onsite Clearwater, FL role focuses on resolving equipment issues that require deeper technical knowledge, including support aided by engineering documentation.

What you will do

• Serve as the first line of support for parts, service, and technical questions from customers.
• Respond to customer inquiries, work toward complete resolution, and escalate complex issues to the appropriate personnel.
• Troubleshoot equipment that is not functioning, not functioning as expected, or not built correctly.
• Provide technical assistance for proper operation and maintenance of installed equipment.
• Support ThirdParty Service Provider service calls by helping resolve scheduling conflicts or emergencies.
• Assist the Douglas Field Service Technicians and provide troubleshooting input for commissioning new machines and repairing existing machines.
• Work with the Field Service Installation Coordinator to ensure necessary parts support is provided before an engineer is dispatched and while they are onsite.
• Proactively manage inbound communications (calls, emails, and texts/chat) and place outbound follow-ups in a timely manner.
• Use business systems, MS Office software, and webbased software to support quotes, parts and service orders, leadtime communication, tracking information, and order corrections.
• Use SalesForce CRM to document technical assistance actions and help maintain equipment history.
• Provide customers with technical drawings, parts lists, and manuals for customer-specific machines, along with other required documentation.
• Review and update electrical schematics before and after product build and installation using AutoCAD.
• Review and provide inputs for machine technical manuals.
• Create and provide spare parts lists tailored to customer-specific machines.
• On occasion assist with machine testing and factory acceptance tests (FAT).
• Assist less experienced departmental Customer Service Representatives as needed.
• Support cross-department communication across Engineering, Application Engineering, Procurement, Sales, Production, and Management.
• Identify areas for improvement and communicate them to supervision for review and implementation.
• Maintain and prepare reports as requested by supervision, and alert a supervisor when key information or tools are missing for completing responsibilities.

Required qualifications

• A high school/trade school diploma and a minimum of 4 years of experience working on commercial or industrial equipment in an OEM facility or in the field.
• Minimum of 3 years experience related to troubleshooting electrical control systems, conveying systems, and fluid flow systems.
• Understanding of theories of combustion, heat transfer, fluid distribution, hydraulic, pneumatic, conveyance, process controls, and electrical systems.
• Ability to read engineering documents, including mechanical and electrical prints/schematics.
• Ability to instruct customers to troubleshoot and diagnose problems using proper tools and testing apparatus.
• Strong verbal and written communication skills.
• Exceptional organizational skills, attention to detail, and multitasking ability.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Customer-focused approach with a commitment to excellent service.
• Ability to be reliable, responsible, dependable, and fulfill obligations.
• Ability to stay calm and make quick, informed decisions in high-pressure situations.
• Proficiency in Microsoft Suite Applications (Word & Excel), plus Internet software and email.
• Occasional requirement to lift 50 pounds.
• This position requires periodic travel of up to 25% of the time.
• This role is not a full-time remote position.

Helpful experience

• Industrial ware washing equipment experience.
• Associate degree in mechatronics/mechanical engineering technology/electrical engineering technology.
• Experience with project management.
• Ability to utilize AutoCAD to modify electrical diagrams and schematics.
• Knowledge of the commercial or industrial equipment industry and service offerings.
• Proficiency in AutoCAD.
• Understanding of the commercial or industrial equipment industry and service offerings.

Tools and technologies

• AutoCAD
• MS Office software
• Microsoft Suite Applications (Word & Excel)
• SalesForce (CRM)
• Internet software and email
• Webbased software

Location: Clearwater, FL (onsite)
Pay: USD 30 - 37 per hour
Experience: 4+ years required
Education: High school/trade school diploma