Technical Support Specialist

Job Title: Technical Support Specialist Job Description
This role serves as the primary point of contact for customer technical support inquiries related to industrial equipment and systems. The Technical Support Specialist provides remote troubleshooting for mechanical and electrical issues, coordinates cross-functional support, and delivers clear guidance on equipment maintenance, repair, installation, and operation. The position focuses on delivering exceptional customer service, maintaining detailed technical documentation, and supporting continuous improvement initiatives within a collaborative, fast-paced environment.
Responsibilities
- Serve as the primary point of contact for customer technical support inquiries related to equipment and systems.
- Provide remote troubleshooting support for mechanical and electrical issues, including hands-on electromechanical problem-solving guidance.
- Assist customers with equipment maintenance, repairs, installations, and operational best practices.
- Coordinate and direct customer support requests to internal departments such as Service, Aftermarket Parts, Project Management, and Sales to ensure timely resolution.
- Create, maintain, and improve technical documentation, including troubleshooting guides, service procedures, and knowledge base materials.
- Develop service-related reports, support metrics, and operational analyses to monitor performance and identify trends.
- Collaborate closely with Field Service Engineers and Project Managers to provide technical assistance and ensure consistent support.
- Assist in training internal staff and customers on equipment operation, maintenance procedures, and new product lines.
- Build and maintain strong customer relationships through professional, clear, and responsive communication.
- Manage challenging customer situations with professionalism, empathy, and a solution-oriented approach.
- Identify recurring service issues, analyze root causes, and recommend continuous improvement initiatives.
- Maintain accurate records of support activities, customer communications, and issue resolutions in appropriate systems.
- Travel within a multi-state region as needed to support onsite troubleshooting, installation assistance, and training.
- Perform additional duties and responsibilities as assigned to support overall service and operational goals.
Essential Skills
- 35 years of experience in technical support or mechanical/electrical troubleshooting.
- Hands-on mechanical and electrical troubleshooting experience, including electromechanical systems.
- Strong understanding of industrial equipment, mechanical systems, and electrical schematics.
- Ability to read and interpret electrical schematics, electrical diagrams, and mechanical drawings.
- Customer-facing technical support experience with a strong customer service mindset.
- Excellent verbal and written communication skills.
- Strong organizational and multitasking abilities with the capacity to manage competing priorities.
- Ability to collaborate effectively across departments and organizational levels.
- Ability to work independently while contributing to a team-oriented environment.
- Proficiency in Microsoft Office applications, including Word and Excel.
- Strong analytical and problem-solving abilities.
- Commitment to delivering exceptional customer support and service excellence.
Additional Skills & Qualifications
- Associates or Bachelors degree in a technical field preferred.
- Experience supporting industrial or water/wastewater equipment preferred.
- Experience working with ERP systems, CRM platforms, or service management software is a plus.
- Adaptability to changing priorities, schedules, and operational requirements.
- Ability to travel approximately 1020% within a multi-state region as needed, with flexibility to support higher travel demands when required.
- Interest in career growth opportunities into management or field service technician roles.
Work Environment
This position operates in a combination of office and field-based settings. In the office, you work in a collaborative, fast-paced technical support environment focused on customer success and continuous improvement, using standard business software and technical tools to support customers remotely. Field work includes occasional travel to customer sites within a multi-state region to provide onsite troubleshooting, installation assistance, and training, particularly in industrial and water/wastewater environments. The role involves regular interaction with cross-functional teams, including Service, Aftermarket Parts, Project Management, Sales, and Field Service Engineers, in a professional and team-oriented atmosphere.
Job Type & Location
This is a Permanent position based out of Pleasant Prairie, WI.
Pay and Benefits
The pay range for this position is $79040.00 - $85280.00/yr. Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors. 401, health, dental, vision
Workplace Type
This is a fully onsite position in Pleasant Prairie,WI.
Application Deadline
This position is anticipated to close on Oct 12, 2026. About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without
regard to race, sex, age, color, religion, national origin, veteran status, disability,
sexual orientation, gender identity, genetic information or any characteristic protected
by law.

If you would like to request a reasonable accommodation, such as the modification or
adjustment of the job application process or interviewing process due to a disability,
please email [email protected] for other accommodation options.

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the
city and county of San Francisco, we will consider for employment qualified applicants
with arrest and conviction records.

Massachusetts Lie Detector:
It is unlawful in Massachusetts to require or administer a lie detector test as a
condition of employment or continued employment. An employer who violates this law
shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI):
We may use Artificial Intelligence (AI) to support parts of our hiring process,
including sourcing, screening, and evaluating candidates. AI helps assess applications
and qualifications, but final decisions are made by our hiring team. By applying, you
acknowledge and agree that your application may be reviewed using AI tools.