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Technical Support Specialist

PDQ Manufacturing Lancaster, PA

Lancaster, PA

Today

Full time Bluetooth Low Energy Customer Support End User Support

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Job Description

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

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