Technical Product Support Specialist

About the Role

The Technical Support Specialist provides technical support, product troubleshooting, testing, and field service assistance for Metrix products and systems. This position serves as a primary technical resource for customers and internal stakeholders.

Key Responsibilities

• Respond to customer inquiries regarding products, applications, installation, operation, and troubleshooting.
• Research and diagnose technical issues and provide timely, accurate resolutions to customers.
• Document customer inquiries, troubleshooting activities, and resolutions in designated systems.
• Provide technical support as required.
• Serve as first-line support during assigned call coverage periods.
• Configure, operate, and test Metrix products to diagnose customer issues and verify product performance.
• Conduct laboratory testing to support customer problem resolution and product validation activities.
• Assist Product Development and Engineering teams by evaluating product functionality, features, and performance.
• Prepare test documentation, reports, and recommendations based on findings.
• Perform field service activities including installation support, troubleshooting, commissioning, inspections, and customer training.
• Travel to customer facilities to provide on-site technical support and resolve product-related issues.
• Follow all company and customer safety requirements.
• Prepare field service reports and communicate findings to customers and internal stakeholders.
• Develop and maintain technical knowledge of product, vibration monitoring systems, instrumentation, and related technologies.
• Develop working knowledge of industrial machinery, rotating equipment, and customer applications within the oil and gas, power generation, petrochemical, and related industries.
• Participate in product, technical, and safety training.
• Collaborate with Engineering, Product Development, Manufacturing, Quality, and Sales teams to support product improvements and customer satisfaction.
• Provide technical input regarding product performance, customer feedback, and potential product enhancements.
• Support special projects and other duties as assigned.

Requirements & Tech Stack

• Associate degree, technical diploma/certificate, military electronics training, or equivalent combination of education and experience in electronics, electrical systems, instrumentation, mechanical technology, or a related technical field.
• Working knowledge of electronic components, circuits, and basic electrical principles.
• Ability to read and interpret wiring diagrams, schematics, technical manuals, and specifications.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to perform practical mathematical calculations, including fractions, decimals, percentages, algebraic formulas, and unit conversions.
• Strong verbal and written communication skills.
• Proficiency with Microsoft Office and standard business software.
• Ability to travel up to 50% domestically and internationally.
• Ability to work in industrial environments.
• Valid driver's license.
• Ability to travel by commercial airline.
• Legal right to work in the U.S. and authorized to access export-controlled information and source code.

Qualifications

• Bachelor's degree in Electronics Engineering Technology, Electrical Engineering Technology, Instrumentation Technology, Mechanical Engineering Technology, Industrial Technology, or a related technical discipline.
• Experience troubleshooting electronic, instrumentation, industrial control, rotating equipment, or condition monitoring systems.
• Experience with diagnostic and test equipment such as multimeters and oscilloscopes.
• Prior technical support, field service, industrial maintenance, or customer-facing technical experience.
• Experience in industrial instrumentation, vibration monitoring, rotating equipment, control systems, or related technologies.
• Familiarity with oil and gas, power generation, manufacturing, or other industrial process industries.
• Demonstrated ability and willingness to use AI tools to improve productivity, decision-making, work quality, and to reduce costs.
• Ability to identify appropriate AI use cases and critically evaluate AI-generated outputs.