Equipment Support Specialist Position Summary
We’re looking for a hands-on, problem-solving Equipment Support Specialist to help customers troubleshoot and resolve issues with complex equipment systems. In this role, you’ll be the first line of support guiding customers through diagnostics, identifying root causes, and driving solutions through to resolution. You’ll work closely with internal teams to ensure customers stay up and running while continuously improving the product experience.
Equipment Support Specialist Essential Duties & Responsibilities:
Customer Technical Support
- Troubleshoot equipment issues with customers over the phone
- Ask targeted questions to diagnose problems and identify solutions
- Walk customers step-by-step through troubleshooting and repair guidance
- Explain system features, operation, and performance clearly and confidently
- Follow open issues through to full resolution
Documentation & Case Management
- Track, document, and update all support interactions accurately
- Maintain clear records of troubleshooting steps and outcomes
- Ensure proper follow-up on unresolved or escalated issues
Warranty & Escalation Support
- Assist with warranty-related questions and claims
- Coordinate with internal teams to ensure timely resolution
- Escalate complex issues when needed and ensure continuity of support
Cross-Team Collaboration
- Partner with Engineering to relay customer feedback and system issues
- Help identify trends and opportunities for product improvements
- Support ongoing product updates by learning new systems and features
- Participate in an on-call rotation for after-hours technical support
- Stay current on evolving products, systems, and procedures
Equipment Support Specialist Qualifications:
- Strong customer service and communication skills
- Mechanical aptitude and curiosity about how systems work
- Ability to stay calm, focused, and solution-oriented under pressure
- Clear, professional phone communication skills
- Strong multitasking and prioritization abilities
- Customer-first mindset with a problem-solving approach
- Willingness to learn, adapt, add grow with evolving technology
- Ability to work well in a team that values collaboration and a light sense of humor
- Experience in customer service, technical support, maintenance, manufacturing, or automotive fields is helpful but not required
Schedule: 7:00am -4:00pm
Wage: $25-$29 Based on Experience
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Resumes can be sent to [email protected]
