Technical Support Specialist

The Technical Support Specialist at MARLEN INTERNATIONAL INC delivers responsive technical assistance to customers across the product portfolio. The role focuses on diagnosing equipment problems, determining root causes, and coordinating corrective actions to reach accurate and timely resolutions.

Responsibilities

• Provide timely, effective support for technical questions and equipment issues.
• Troubleshoot mechanical, electrical, controls, and equipment performance concerns to identify root causes and recommend corrective actions.
• Coordinate resolution of customer issues by engaging internal technical teams such as Engineering, Field Service, Parts, and other resources as needed.
• Support the Marlen Parts team by identifying replacement parts and suggesting appropriate alternative or substitute parts to meet customer needs.
• Create, manage, document, and close technical support cases in the case management or ticketing system.
• Coordinate field changes and corrective actions, including defining scope of work and driving activities through completion.
• Maintain timely and accurate documentation covering customer issues, troubleshooting activities, recommendations, and resolutions.
• Provide equipment reliability and field performance feedback to Engineering and collaborate on product and equipment improvements.
• Partner with Engineering to develop field solutions for obsolete, discontinued, or difficult-to-source components.
• Manage customer requests for equipment modifications, upgrades, and rebuilds, ensuring scope of work and technical requirements are clearly defined and correctly quoted.
• Participate in technical training, technician meetings, and product development activities as required.
• Follow all company, customer, and applicable industry safety requirements and safe work practices.
• Perform other assigned duties.

Requirements

• Relevant education, technical training, or equivalent work experience demonstrating the knowledge and skills required for the position.
• Prior experience supporting, troubleshooting, or servicing industrial or manufacturing equipment preferred.
• Strong understanding of manufacturing, mechanical, electrical, and engineering processes.
• Ability to read and interpret mechanical and electrical drawings, schematics, and equipment documentation.
• Experience with automation machinery and food processing equipment preferred.
• Working knowledge of PLC-based control systems and industrial automation.
• Strong troubleshooting and diagnostic skills with the ability to systematically identify root causes.
• Experience using AI tools, including Microsoft Copilot, in a technical or professional environment.
• Software development or programming experience is a plus.
• Technical writing and documentation experience.
• Ability to provide after-hours and weekend technical support to customers as needed.
• Ability to travel up to 25%.

Required Technologies

• Microsoft Copilot
• PLC-based control systems

Benefits

• Competitive compensation.
• Comprehensive benefits supporting employees’ health, well-being, and financial security.
• Paid holidays and paid time off.
• Education, training, and development opportunities, including educational assistance.
• Opportunities to support communities through Doing Good volunteer initiatives.

Position-Specific Competencies

• Customer Focus: Provides responsive, professional support.
• Sense of Urgency: Responds quickly and follows issues through resolution.
• Problem Solving: Identifies root causes and develops effective solutions.
• Technical Aptitude: Applies technical knowledge to troubleshoot equipment issues.
• Attention to Detail: Maintains accurate and complete information.
• Teamwork: Collaborates effectively with customers and internal teams.
• Self-Management: Organizes priorities and manages multiple issues effectively.
• Communication: Clearly communicates technical information verbally and in writing.

Physical Demands

• Frequently required to sit for extended periods and use hands and fingers to operate computer equipment, handle paperwork, use a telephone, and work with product-related components.
• Occasionally required to stand, walk, and reach.
• Vision abilities required include close vision and color vision.
• Occasionally required to lift and/or move up to 50 pounds.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Work Environment

• Work is performed in office, manufacturing, customer, and field environments.
• Noise levels are generally moderate but may be high in production areas.
• Employee may work near moving mechanical parts, industrial vehicles, and operating equipment.
• Required personal protective equipment must be worn in designated areas.
• Travel by airplane and automobile is required on an occasional basis.

Role Details

• Location: Riverside, MO (onsite)
• Salary: USD 39 - 49 per hourly
• Minimum Experience: 4 years