Technical Support Specialist

The onsite Technical Support Specialist role at SAVECO North America, Inc. is based in North Chicago, Illinois. It provides primary customer technical support for Saveco equipment and systems, including troubleshooting, maintenance guidance, documentation management, and cross-functional collaboration to ensure timely, professional service. The position offers an hourly rate of USD 36 to 40 and requires a technical degree or trade certifications (or equivalent work experience) with at least three years in technical support.

Responsibilities

• Act as the main liaison for customer technical support inquiries related to Saveco equipment and systems.
• Deliver remote troubleshooting assistance for mechanical and electrical issues as needed.
• Route and coordinate customer support requests to the appropriate internal teams, such as Service, Aftermarket Parts, Project Management, and Sales.
• Support customers with maintenance, repairs, installations, and operational guidance for equipment.
• Develop and update technical documentation, troubleshooting guides, service procedures, and knowledge base materials.
• Generate service-related reports, support metrics, and operational analyses.
• Collaborate with Field Service Engineers and Project Managers to provide technical assistance.
• Support training for internal staff and customers on equipment operation, maintenance procedures, and new product lines.
• Foster strong customer relationships through professional communication and responsive service.
• Handle difficult customer situations with professionalism and a solution-oriented approach.
• Identify recurring service issues and propose continuous improvement initiatives.
• Maintain accurate records of support activities, customer communications, and resolved issues.
• Undertake additional duties as assigned.

Requirements

• Technical degree, trade certifications, or equivalent experience in mechanical, electrical, or wastewater systems.
• Three to five years of experience in technical support or mechanical and electrical troubleshooting.
• Solid knowledge of mechanical screening equipment, mechanical systems, and electrical schematics.
• Ability to read and interpret mechanical drawings and electrical diagrams.
• Excellent verbal and written communication skills with a customer service focus.
• Strong organizational and multitasking abilities with the capacity to manage competing priorities.
• Ability to collaborate across departments and organizational levels.
• Ability to work independently while contributing to a team.
• Proficiency in Microsoft Office, including Word, Excel, and Outlook.
• Experience with ERP systems, CRM platforms, or service management software is a plus.
• Adaptability to changing priorities, schedules, and operational requirements.
• Willingness to travel approximately 10 to 20 percent within a multi-state region as needed.
• Strong analytical and problem-solving abilities.
• Hands-on mechanical and electrical troubleshooting experience.
• Experience supporting industrial or water and wastewater equipment is preferred.
• Commitment to delivering exceptional customer support and service excellence.

Technologies

• Microsoft Office applications (Word, Excel, Outlook), ERP systems, CRM platforms, and service management software.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Work Environment

• Combination of office and field-based support activities.
• Occasional travel to customer sites for troubleshooting, installation assistance, and training.
• Collaborative, fast-paced technical support environment focused on customer success and continuous improvement.