Technical Support Specialist

Role Overview

• Serve as the first point of contact for incoming customer support inquiries, gathering detailed information through effective questioning.
• Provide technical guidance on hardware setup, operation, troubleshooting, and maintenance.
• Support international subsidiaries and distributors with hardware configurations, part replacements, and upgrade solutions.
• Collaborate with engineering and applications teams to identify and deliver effective solutions.
• Review, process, and approve warranty claims within a global service environment.
• Prepare technical reports for calibration out-of-tolerance situations.
• Escalate complex issues to appropriate product and service teams as needed.
• Ensure timely follow-up and resolution of all customer requests.
• Contribute to knowledge management by creating and maintaining documentation such as service bulletins, FAQs, and procedures.
• Review and approve engineering changes related to product service.
• Support sales teams with product configuration and application expertise.
• Adhere to all Environmental, Health, and Safety (EHS) policies and procedures.
• Build and maintain strong relationships with customers and internal stakeholders.
• Continuously evaluate processes for improvements in efficiency, quality, and safety.

Requirements

• Associate degree in Electronics, or equivalent military experience required; bachelor’s degree preferred.
• Technical background in electronic instruments, metrology, or laser-based systems.
• Minimum of 3 years of relevant experience with measuring equipment or electronic instrumentation.
• Willingness to travel domestically and internationally (less than 15%).
• Experience in auditing or quality assurance preferred.
• Strong customer service orientation and problem-solving skills.
• Hands-on hardware troubleshooting experience.
• Collaborative work style with the ability to work across global teams.
• Familiarity with lean manufacturing principles.
• Excellent verbal and written communication skills.
• Proficiency with Microsoft Office and general PC applications.
• Strong time management and organizational skills.
• Demonstrated critical thinking abilities.

Benefits

• Health coverage: medical, dental, vision, fsa, onsite clinic (CO employees), life insurance
• 401(k) retirement plan with company match
• Vacation, holiday, and leave policies
• Tuition reimbursement
• Employee recognition programs
• Employee assistance programs