Technical Support Specialist

Forel North America offers a benefits-forward, hybrid role in Saint Paul, MN with a competitive hourly wage and a strong culture focused on growth and support. As the first point of contact for customers needing technical support and service coordination, you will diagnose issues remotely and guide resolutions to ensure timely problem resolution and high customer satisfaction.

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off

Why Forel Is Right For You

At Forel, you can develop your career by working on a wide range of innovative products across many exciting technologies. You have the opportunity to continuously grow within your existing role and be rewarded for it. We are a family-owned business with a long-term strategy, and we value every member of the team.

You Should Be

• Eager to learn
• Enjoy some travel assignments with overtime
• Flexible, professional, curious, and bold
• A hands-on problem solver experienced in electronics, digital circuits, wiring, mechanics, and hydraulics
• Focused on customer service and quality
• Technologically savvy and experienced in software and file management
• Industrial Machinery: 1 year (Required)
• Mechatronics: 1 year (Required)
• Associate (Required)
• 25% travel (Required)

Responsibilities

• Respond to inbound service calls, emails, and digital requests from customers in a timely and professional manner
• Diagnose technical issues remotely using structured troubleshooting methods
• Guide customers step-by-step through problem resolution, repairs, or operational adjustments
• Accurately document all service interactions, including symptoms, diagnostics, and resolutions, in CRM or service management systems
• Escalate complex or unresolved issues to field technicians, engineering, or higher-level support as needed
• Coordinate service dispatch and ensure proper communication between customers and field service teams
• Track open cases and follow up to ensure full resolution and customer satisfaction
• Maintain working knowledge of products, systems, and common failure modes
• Identify recurring issues and provide feedback to engineering, quality, or product teams
• Support warranty validation, parts identification, and service recommendations
• Assist in developing troubleshooting guides, FAQs, and internal knowledge base resources
• Meet performance metrics such as response time, resolution time, and customer satisfaction scores

Technologies

• CRM

In Return We Offer

• Competitive compensation based on experience
• A generous benefits package that includes medical, dental, IRA plans, PTO, Paid Holidays
• Opportunities to advance and further your career

Willingness To Travel

25% travel required

Job Type

Full-time

Pay

$30.00 - $35.00 per hour

Work Location

Hybrid remote in Saint Paul, MN 55110