Job Description
at Actalent in
Glendale Heights, Illinois, United States Job Description Job Title:
Technical Support Specialist Job Description The Technical Support Specialist provides expert technical assistance to customers across the US and Canada, handling incoming calls and emails while ensuring issues are diagnosed, documented, and resolved efficiently. This role acts as a key escalation point for complex field service problems, coordinates with Field Service Engineers, and ensures that the right resources, parts, and tools are dispatched to deliver timely and effective solutions. The specialist also supports continuous improvement by collecting feedback on recurring issues, contributes to technical training for internal teams and customers, and serves as a primary technical resource on both legacy and current products. Responsibilities + Handle incoming phone calls and emails from customers in the US and Canada, following internal scripts and policies while identifying key details about the customer and their technical issues. + Provide effective technical support in line with warranty, call-handling, and general company policies, ensuring high levels of customer satisfaction. + Act as an escalation resource for issues that Field Engineers cannot resolve, performing root-cause analysis and recommending appropriate follow-up actions. + Diagnose customer issues accurately and ensure the appropriate Field Service Engineer is dispatched with the correct parts, tools, and information to resolve problems efficiently. + Complete all required paperwork accurately and on time, including reports and documentation, in accordance with company procedures. + Record all customer conversations, technical findings, and related activities promptly and accurately in the CRM system. + Carry out additional tasks assigned by management that are related to the core duties of the role. + Serve as a role model for technical support by demonstrating best practices and consistently achieving high levels of internal and external customer satisfaction. + Assist with scheduling and dispatching Field Service Engineers and other resources as required. + Process customer complaints and escalation requests related to field-based technical findings, and report this information as a critical component of regular escalation meetings and activities. + Maintain frequent communication between field personnel and internal office support staff on technical issues, acting as the primary service liaison. + Occasionally travel to customer sites to support escalated service requests and provide on-site technical expertise. + Support technical training initiatives for customers and internal team members by sharing knowledge, demonstrating equipment, and explaining technical concepts. + Participate in refresher training classes and regional Field Service Engineer conference calls to continuously improve technical skills and stay current on product updates. + Act as a primary technical support resource for both internal teams and external customers, maintaining up-to-date knowledge of all legacy and current products. + Collect feedback on common product issues and skills gaps to support continuous improvement initiatives and enhance overall service quality. + Use electronic test equipment, such as multimeters and oscilloscopes, to diagnose and troubleshoot electro-mechanical equipment. + Prepare and deliver clear, concise technical reports and documentation related to troubleshooting, repairs, and project work. + Collaborate closely with engineering, project teams, and other stakeholders to ensure accurate communication of technical issues and solutions. Essential Skills + Associate degree from a technical school or Military equivalent required. + Minimum 5 years of previous experience in field customer service work or at least 4 years of Military experience required. + Proven experience diagnosing, troubleshooting, and repairing electro-mechanical equipment, including the ability to identify root causes of failures. + Strong troubleshooting skills in field service environments, with hands-on experience working on electrical and mechanical systems. + Ability to read, comprehend, and interpret complex technical information related to mechanics and electronics, including wiring schematics and engineering documentation. + Demonstrated ability to use electronic test equipment such as multimeters, oscilloscopes, and related tools. + Proficiency in Microsoft Office applications, including the ability to prepare reports and documentation. + Strong professional communication skills, with the ability to resolve customer issues, defuse conflict, and maintain a calm, customer-focused approach. + Ability to work independently with minimal supervision while managing difficult, high-pressure customer situations. + Self-motivated with a strong drive to exceed expectations and deliver high-quality service. + Organized and detail-oriented approach to completing paperwork, expense reports, and other administrative tasks accurately and on time. + Ability to adapt quickly to change in a fast-paced, dynamic environment, frequently taking a hands-on approach to problem solving. + Proficiency in analyzing technical problems and developing robust, practical solutions. + Strong communication skills with the willingness and ability to train, influence, and guide both internal teams and external customers. + Comfort working overtime as needed to meet customer and operational requirements. Additional Skills & Qualifications + Experience with field service operations, including scheduling, dispatching, and coordinating with Field Service Engineers. + Background in engineering, project engineering, or related technical disciplines. + Experience reading and interpreting wiring schematics and other engineering drawings. + Demonstrated ability to write clear, concise technical reports and documentation. + Experience working with electro-mechanical systems in a customer-facing environment. + Comfort serving as a trusted technical advisor, taking a hands-on approach, and collaborating effectively as part of one cohesive team. + Willingness to participate regularly in refresher training, regional calls, and continuous learning activities to maintain and expand technical knowledge. + Ability to build strong relationships with both internal stakeholders and external customers through clear communication and reliable follow-through. Work Environment This role operates in a dynamic technical support environment that combines office-based work with occasional field travel. On a typical day, you will work primarily at a desk using a computer, phone, and CRM system to handle customer calls and emails, document cases, and coordinate with Field Service Engineers and internal support teams. You will regularly use standard office productivity tools, including Microsoft Office, as well as technical resources such as wiring schematics, engineering documents, and electronic test equipment like multimeters and oscilloscopes. The position may require overtime to respond to urgent customer needs or escalated issues, and you will often manage multiple priorities in a fast-paced setting. Occasional travel to customer sites is expected to support escalated service requests, provide on-site technical expertise, and strengthen collaboration with field teams. The work culture emphasizes being a trusted advisor, taking a hands-on approach to problem solving, working as one team across departments, and maintaining a positive, customer-focused attitude. Job Type & Location This is a Contract to Hire position based out of Glendale Heights, IL. Pay and Benefits The pay range for this position is $25.00 - $30.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject To view full details and how to apply, please login or create a Job Seeker account
