The Technical Support Engineer delivers advanced remote troubleshooting and support for specialized OEM equipment used by customers in the field. This role focuses on end-to-end case ownership, guiding customers through structured diagnostics, and coordinating with field technicians and Level 3 engineering resources when issues require deeper expertise.
Location and Work Schedule
This is a permanent role based out of Sussex, WI. The position is fully onsite.
Compensation and Benefits
The salary range is USD 92,000 per year (92,000 - 92,000).
Compensation offered within the range may vary based on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other job-related factors.
- Health, dental, 401k
- Bonus potential
- Long-term growth opportunity and advancement
Key Responsibilities
- Diagnose and resolve issues for OEM equipment including dynamometers, control systems, variable frequency drives (VFDs), programmable logic controllers (PLCs), and test cells.
- Troubleshoot pump systems, including hydraulic and cooling circuits, flow rates, pressure faults, cavitation, seal failures, and pump-motor coupling issues.
- Identify and correct sensor-related faults for temperature, pressure, flow, speed, and torque sensors, including calibration drift, signal loss, and wiring faults.
- Use basic electrical troubleshooting methods such as continuity checks, voltage and current measurements, relay and contactor diagnosis, fuse and breaker fault identification, and motor circuit verification.
- Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to lead customers through clear, step-by-step solutions.
- Run remote diagnostic sessions using AnyDesk or equivalent remote shadowing tools to assess and resolve customer issues.
- Support parts identification requests with high accuracy to ensure the correct part is selected for the correct application on the first attempt.
- Serve as the primary technical resource during active remote engagements, prioritizing field calls over standard inbound queues to reduce on-site delays.
- Own each support case end-to-end from first contact through confirmed resolution, ensuring the engineer who opens the ticket also closes it.
- Coordinate field technician dispatch or on-site engagement when required to complete resolution while maintaining full ownership and keeping the customer informed.
- Track field-assist tickets separately to monitor response time, resolution time, and first-contact resolution rate for field-originated cases.
- Escalate Level 3 issues to Engineering and subject matter expert teams beyond current knowledge, while documenting findings for future reference and continued improvement.
Required Qualifications
- Strong customer service skills, including the ability to support customers professionally during active field engagements.
- Proven troubleshooting skills across mechanical, electrical, and control systems.
- Experience providing product support for complex OEM equipment such as dynos, control systems, VFDs, PLCs, and test cells.
- Mechanical aptitude, including understanding of pump systems, hydraulic and cooling circuits, and rotating equipment.
- Ability to diagnose sensor-related issues including calibration drift, signal loss, and wiring faults for temperature, pressure, flow, speed, and torque sensors.
- Competence in basic electrical troubleshooting including continuity testing, voltage and current measurements, relay and contactor diagnosis, and motor circuit verification.
- Ability to read and interpret schematics, wiring diagrams, P&IDs, and technical manuals.
- Proficiency with remote diagnostic and remote shadowing tools such as AnyDesk or similar platforms.
- Strong attention to detail for accurate parts identification for specific applications.
- Ability to manage cases independently with full ownership from initial contact through resolution.
- Organizational skills to track and monitor field-assist tickets and related performance metrics.
- Experience in technical support engineering, field service, or product support for industrial or OEM equipment.
- Experience working with hydraulic systems, cooling circuits, and pump-motor assemblies.
- Familiarity with test cell environments and associated control and measurement systems.
- Comfort collaborating with Engineering and subject matter expert teams to resolve complex technical issues.
- Ability to document troubleshooting steps and resolutions clearly for future reference and knowledge sharing.
- Interest in contributing to the growth and development of a technical support team during a major expansion initiative.
Technology Tools
Application Details
This position is anticipated to close on Sep 4, 2026.
Work Environment
The role is office-based, providing remote technical support to customers working with specialized OEM equipment in the field. Work is performed at a workstation using diagnostic software, remote shadowing tools such as AnyDesk, and access to technical documentation including schematics and equipment manuals.
The position offers the opportunity to join a growing team with multiple openings as part of a strategic expansion, emphasizing collaborative problem-solving, continuous learning, and coordinated support with field technicians and engineering experts.
