Technical Support Specialist

Key Responsibilities

• Maintain in-depth technical knowledge of hydraulic and electrical systems provided by the HLT organization.
• Ensure customer satisfaction by providing customer training, general safety, and product training on purchased equipment.
• Lead on-site job assessments requiring consultative review and recommendations.
• Provide on-site customer training and demonstrations to ensure proper function and customer satisfaction.
• Analyze complex technical problems using schematics and deliver solutions where previous precedents may not exist.
• Provide on-site training and demonstrations to ensure customer is comfortable operating the equipment and fully understands all aspects of operation to avoid any unnecessary extra visits.
• Improve or establish Refurbishment and Repair Procedures for both internal and external needs.
• Provide feedback to sales team regarding the status of the onsite support, including any issues that need to be resolved, or any additional opportunities that exist.
• Obtain documentation (pictures, drawings, general information, etc.) which will be downloaded in the project files upon return to the office.
• Supervise and/or perform initial commissioning on new systems.
• Occasionally deliver sales services at customer sites that includes maintenance and repair of HLT products to ensure proper functionality.
• May have to work in environments that require industrial safety protocol.
• Travel expected is approximately 75% with a mix of day and overnight trips.

Requirements & Tech Stack

• Proficient in reading electrical schematics and can troubleshoot/repair industrial electrical control circuits both hardware and software.
• Ability to read and interpret documents such as operating procedural manuals, maintenance instructions, and safety rules and MSDS.
• Ability to enter routine maintenance reports and correspondence.
• Ability to speak effectively before groups, customers, or employees of the organization.
• Calculate figures and amounts such as proportions, percentages, area, circumference, and volume.
• Ability to apply concepts of basic algebra and geometry.
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Resolve problems involving several concrete variables in standardized situations.
• Computer skills include knowledge of Microsoft Windows software suite (Outlook, Excel, Word, etc.) and company business ERP system.
• Possesses the ability to clarify complex situations.
• Promotes ideas.
• Able to manage multiple priorities with a bias towards action and speed.
• Searches for solutions, drives continuous improvement and constantly raises the bar to stretch own and others’ levels of achievement.
• Bases decisions on fact and adopts a disciplined approach.
• Understanding of electromechanical systems preferred.

Qualifications

• Associate degree or a trade school degree in a technical field required; or 5 years related experience; or equivalent combination of education and experience.

Physical Demands

• Employee may have to lift documents/work materials up to 30 pounds in weight.
• Employee may have to lift tools up to 100 pounds in weight.
• Employee will have to be able to walk/climb to a variety of primary work locations, including traveling by air/auto to remote sites.
• This can include occasional ascending or descending ladders, stairs, scaffolding, ramps, poles, and the like.
• Employee may move themselves in different positions to accomplish tasks in various environments including tight and confined spaces.
• Employee will need to move about to accomplish tasks or move from one worksite to another.
• Employee will need to operate machinery and/or power tools, motor vehicles, and heavy equipment.
• Employee will need to listen, understand, and speak with team members in person, telephonically, and electronically at all levels within a diverse workforce and with supported organizations.
• Employee will need to assess the accuracy, neatness, and thoroughness of the work assigned.
• Employee can work in front of a personal computer and telephone for long periods of time.
• Will have repetitive motions that include the wrists, hands, and/or fingers.

Work Environment

• The primary work environment is temperature-controlled office setting but will be visiting different customers where following appropriate safety protocols at the location would be required.
• While visiting customers, employee may occasionally be exposed to high/low temperatures, outdoor elements (such as precipitation and wind), high levels of noise, hazardous conditions, poor ventilation, small and/or enclosed spaces, or adverse environmental conditions.