Support customers with hands-on troubleshooting for SATO printers and related products in an onsite Charlotte, NC role.

Handle inbound technical support requests by phone and via a help desk ticketing system.
Troubleshoot SATO thermal transfer printers and resolve issues related to media, hardware, software, and connectivity.
Diagnose mechanical and electronic printer problems.
Troubleshoot peripherals and connections, including printers and scanners over USB, LAN, serial, and parallel connections.
Test hardware and software to reproduce, diagnose, and resolve customer issues.
Record customer interactions with accurate details on calls, troubleshooting steps, product failures, and outcomes.
Explain technical findings clearly to customers with different technical backgrounds.
Create customer-facing technical documentation that is clear and actionable.
Share customer feedback with Pre-Sales and Post-Sales teams.
Complete additional duties as assigned.

1–3 years of customer service or technical support experience.
Associate’s degree in Electrical Engineering, Computer Science, or a related field, or equivalent relevant work experience.
Ability to understand and troubleshoot thermal transfer printer mechanical and electronic systems.
Working knowledge of Windows and Microsoft applications including Word, PowerPoint, and Excel.
Understanding of basic networking concepts, including TCP/IP and the OSI model.
Experience connecting and troubleshooting peripherals such as printers and scanners.
Experience with communication protocols/connections including parallel, serial, USB, and LAN.
Strong written and verbal communication skills.
Detail-oriented approach with strong punctuality, dependability, and customer-service skills.
Ability to work in a phone-queue environment and maintain accurate documentation.

Medical, dental, and vision coverage
Domestic partner coverage available
Company-paid life insurance, AD&D, short-term disability, and long-term disability
Health Savings Account (HSA) with employer contribution
10 company-paid holidays
15 days of accrued vacation
6 accrued personal days annually
401(k) with company match
Immediate vesting after eligibility requirements are met
Career development opportunities
Employee Assistance Program
Referral bonus opportunities

Onsite location: SATO America, 14125 South Bridge Circle, Charlotte, NC, 28273, United States
Hours: Monday–Friday, 8:00 am–5:00 pm
Duration: Full Time Perm

CompTIA A+ and/or Network+ certification
Help desk ticketing experience such as Zendesk or ServiceNow
Experience using remote desktop/support applications
Experience using protocol analyzers, multimeters, oscilloscopes, or similar test equipment
Basic electronics knowledge
Experience troubleshooting printers, thermal transfer equipment, or similar electromechanical products

Technical Support Specialist

Job Description