Sheldon Manufacturing offers a hybrid, full-time Technical Support Specialist role in Cornelius, Oregon, with a pay range of $20.00 to $26.00 per hour. This position provides a robust benefits package and a culture centered on collaboration, customer care, and continuous improvement. You will troubleshoot equipment, coordinate parts and on-site service, and work to ensure customer satisfaction through effective problem resolution, with a focus on electrical systems and documenting issues for future support.
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Responsibilities
- Assist in evaluating, analyzing, diagnosing, and troubleshooting technical equipment problems; help customers obtain necessary replacement parts (warranty or purchased) and provide information required to repair and resolve the issue; verify warranty terms and document parts replacement per policy.
- Coordinate on-site service when needed, working with third-party providers or Sheldon staff; follow up to confirm problem resolution, return of parts, and receipt of service invoices.
- Own customer issues as assigned or necessary and guide them to a final resolution and satisfaction.
- Collaborate with other personnel and departments as needed to resolve issues.
- Document all aspects of every customer issue for future continuity of service if another representative or department takes over.
- Escalate issues to management or engineering when necessary.
- Train customers in unit operation when required.
- Assist service technicians on-site when necessary.
- Help customers identify replacement parts and pricing as needed.
- Generate orders for parts, ensuring clear payment terms and accuracy before shipment.
- Process returns with proper documentation and return authorizations; verify documents and outline problems and steps taken in Business Central.
- Provide field feedback to engineering and quality teams to improve form, fit, function, and customer satisfaction.
- Update service documentation to keep manuals current.
- Assist management with reporting as needed.
Requirements
- Associate degree or higher, preferably in a technical field
- Minimum of two years of technical support experience in lieu of degree
- Ability to interpret wiring diagrams (must)
- Excellent telephone and writing skills
- Valid driver’s license and motor vehicle insurance coverage
- Microsoft Office experience (Excel, Word, PowerPoint)
- Ability to perform detailed data entry while managing a customer call
- Ability to travel, including internationally when needed
- Continuous improvement mindset: strive to enhance troubleshooting and analysis skills continuously
Technologies
- Microsoft Office (Excel, Word, PowerPoint)
- Business Central
- SharePoint
- MRP/ERP/CRM software
Nice to have
- Laboratory equipment experience
- Ability to interpret P&ID diagrams and troubleshoot temperature-controlled equipment
- Familiarity with hand tools, appliance repairs, and electrical systems
- Experience with MRP/ERP/CRM software
- SharePoint or Microsoft Business Central experience
Details
- Hourly, Full Time, Non-Exempt
- Monday through Friday
- Hybrid schedule with Fridays remote; up to 2 remote days; relocation assistance not offered
- Once fully trained, some flexibility on shift start/end times
- Pay: $20.00 - $26.00 per hour
- Expected hours: 40 per week
- Work location: In person
About Sheldon Manufacturing
Sheldon Manufacturing, Inc. is an Oregon-based, ISO 9001:2015 certified leader in the design and production of constant temperature equipment for the global life sciences, pharmaceutical, and industrial sectors. Since 1970, the company has operated brands such as SHEL LAB, BACTRON, and Cascade TEK, offering incubators, vacuum ovens, water baths, and anaerobic chambers, along with capabilities in custom OEM manufacturing.
Team focus
The department aims to respond to and resolve all customer requests, problems, and issues in a way that exceeds expectations, makes customers feel valued, strengthens Sheldon’s image and brand, and promotes future sales through outstanding customer service. The ideal candidate loves helping people and excels at translating complex technical problems into clear statements, mapping a precise troubleshooting plan, and working alongside customers to fix issues, with emphasis on electrical systems such as motors, fans, and heating elements.
