The HRC Technical Support Specialist (Call Center) at Husky Technologies in Milton, VT is the primary point of contact for customers experiencing equipment issues. The role provides remote troubleshooting by phone and email, supports case resolution, and coordinates escalation and field service logistics when needed.

Location

Milton, VT (onsite)

Compensation

USD 80,000 - 95,000 per year

Summary of the Role

This position diagnoses and resolves customer equipment problems through remote support, with escalation to Level Two Service when required. The specialist also coordinates field service visits, manages service orders, parts logistics, quotations, and maintains records in Baan and internal systems.

Responsibilities

Serve as the first point of contact for inbound customer calls and emails related to equipment issues and service needs
Troubleshoot and resolve problems remotely via phone and email, escalating when necessary
Coordinate and schedule field service technician visits when issues cannot be resolved remotely
Enter and process service-related sales orders accurately within internal systems
Identify and communicate opportunities for additional services, upgrades, or replacement parts to support increased service revenue
Follow up with customers after service to confirm resolution, customer satisfaction, and potential future service needs
Collaborate with engineering, product support, quality, and sales teams to resolve issues and coordinate service solutions
Order required parts and manage logistics to support timely service delivery
Ensure field service technicians receive necessary parts, support, and documentation
Maintain accurate customer service records and data within Baan and internal systems
Participate in continuous improvement initiatives and help monitor and achieve service department metrics

Requirements

Minimum 3 years of customer service experience, ideally in a technical or industrial environment
Minimum 3 years of experience in a service, call center, or technical support role
Post-secondary education preferred, not required
Strong ability to identify service opportunities aligned with customer needs and additional revenue
Excellent time management and organizational skills, with the ability to prioritize and multitask
Strong verbal and written communication skills with a customer-first mindset
Proven ability to collaborate across departments and work effectively in a team
Basic understanding of injection molding and hot runner systems (preferred)
Proficiency in Microsoft Office Suite

Tools and Technologies

Baan
Microsoft Office Suite

Benefits

Shift work premiums: 25% afternoon shift and 40% evening shift
Annual incentive bonus
Outstanding 401k contribution and match program
On site gym facility
On site cafeteria
Competitive total compensation and an attractive benefits package

Additional Notes

200,000 square foot bright, clean machine shop
700 acres of private land to walk, bike, run, or cross country ski
Opportunity to work for a world class company with great people

Technical Support Specialist

Job Description