Technical Support Specialist

This role is based in Pennsylvania with remote capability and focuses on diagnosing, troubleshooting, and repairing electro-mechanical systems used in vertical storage solutions. The Technical Support Specialist – Level 2 engages directly with customers and travels extensively to client sites, typically 80–90% of the time.

Responsibilities

• Diagnose and repair mechanical, electrical, and electro-mechanical faults in vertical storage systems
• Troubleshoot breakdowns involving motors, drives, sensors, wiring, control panels, and automated components
• Extensive travel to customer sites is required, approximately 80–90% of the time
• Provide technical support to customers via phone, video, and frequent on-site visits
• Perform thorough fault analysis using wiring diagrams, electrical schematics, and mechanical drawings
• Assist with commissioning, repair, and operational recovery of industrial equipment
• Document findings, repairs, and corrective actions for recurring equipment issues
• Escalate complex mechanical or electrical failures to engineering when needed
• Collaborate with engineering and product teams to improve reliability and serviceability of equipment
• Adhere to established safety, risk management, and continuous improvement procedures

Requirements

• 5+ years of hands-on technical or field service experience
• Strong background in industrial machinery, automation equipment, or electro-mechanical systems
• Proven ability to troubleshoot mechanical and electrical failures, not software or IT issues
• Experience interpreting electrical schematics, wiring diagrams, and mechanical drawings
• Industrial Electrician
• Millwright
• Automation or Controls Technician
• Industrial Mechanic (Millwright) or Automation Technician certification is an asset
• Valid Class 5 Driver’s License
• Valid passport and ability to travel domestically and internationally
• Strong communication skills for direct interaction with customers on equipment issues

Technologies

• SAP
• Microsoft Dynamics
• Outlook
• Word
• Excel
• HMI systems

Benefits

• Flexible options to support you
• 95% maternity leave top-up for up to seventeen weeks
• Up to $1,000 annually for mental health practitioner coverage
• Free tickets to sporting events
• Financial support for your child’s summer camp
• Fun, family-friendly events at venues such as aquatic centers, theatres, and recreational facilities

Experience

• ERP system knowledge
• Troubleshooting experience
• Customer service experience

Behaviors

• Functional Expert: regarded as a subject matter expert
• Innovative: regularly introduces new ideas and original thinking

Motivations

• Job security: driven by the stability of employment
• Goal completion: motivated by finishing tasks
• Growth opportunities: inspired by chances to take on additional responsibilities