Technical Support Specialist

PDQ Manufacturing is hiring an onsite Technical Support Specialist in Lancaster, PA to help customers resolve door hardware issues and support electronic hardware and OEM partners.

Responsibilities

• Assist customers with technical questions and concerns through multiple communication channels, including general order inquiries, missing order information, troubleshooting, replacement hardware, and other customer issues
• Use PDQ resources as needed, including physical inventory, the manufacturing team, or PDQ’s employee knowledge base, to support customer questions and decision-making
• Evaluate RMAs and help determine whether returned products are defective
• Support Customer Service with technical questions customers may send via email or telephone
• Monitor ticketing systems and online messaging for new customer requests
• Investigate issues, compose RMAs, take RMAs through completion, and track returns
• Provide additional case-by-case information to customers, such as product pictures, literature, or pricing
• Troubleshoot technical problems related to firmware, mobile app, or hardware for PDQ Spirit electronic hardware and multiple OEM electronic partners

Requirements

• Familiarity with mechanical principles and construction concepts, including door hardware
• Working knowledge of electrical and electronic hardware, including low-voltage wiring, power supplies, and basic diagnostic tools such as multimeters
• Experience with Android and iOS applications related to door hardware, including app-to-device pairing and connectivity troubleshooting
• Familiarity with smart lock wireless connectivity protocols: Bluetooth Low Energy, Wi-Fi, and Zigbee/Z-Wave, including diagnosing connectivity or pairing failures
• Ability to interpret firmware version issues, update failures, and error codes or logs from lock hardware and companion apps
• Comfort reading technical specifications, wiring diagrams, or integration documentation for OEM partner hardware troubleshooting
• Experience working in ticketing/CRM systems to document technical cases and support RMA evaluation
• Strong organizational skills and attention to detail with good judgment
• Ability to multitask while maintaining a professional demeanor in potentially stressful situations
• Self-motivated and able to work independently on most tasks
• Team player mindset
• Eagerness to continue learning

Technologies

• Android
• iOS
• Bluetooth Low Energy
• Wi-Fi
• Zigbee
• Z-Wave
• Multimeters

Benefits

• 401(k) with company match
• Medical insurance
• Dental insurance
• Vision insurance
• Health Savings Account (HSA)
• Company-paid life insurance and short-term disability (STD)
• Paid time off (PTO) with accrual
• Paid holidays

Work Environment

• Schedule: Monday–Friday, 8:00 AM – 4:30 PM (subject to change based on business needs)
• Frequent sitting for extended periods of time
• Noise level typically low to moderate, consistent with a standard office environment
• Frequent hand use for typing, writing, and operating standard office equipment (phone, keyboard, mouse)
• Ability to communicate clearly (talk/hear) in person and by phone
• Occasional bending, stooping, reaching, or kneeling to access files or supplies
• Occasional need to enter plant floor areas requiring proper PPE
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential function