Technical Support Specialist

Job description FOREL S.p.

A is a global leader in the production of glass machinery and technology, for the processing of flat and insulated glass. Our machinery is designed, developed, and manufactured in Italy, offering customized solutions to fit the specific needs of glassworks companies around the globe. The Service Hotline Technician serves as the first point of contact for customers requiring technical support, troubleshooting, and service coordination. This role is responsible for diagnosing issues remotely, guiding customers through solutions, and ensuring timely resolution or escalation when needed. The technician plays a critical role in maintaining customer satisfaction, minimizing downtime, and supporting field service operations. Do you thrive when solving problems on your own or as part of a team? Are you passionate about helping others succeed? Do you enjoy travel, learning about new places, and meeting new people?

Your new role:

FOREL Service Hotline Technician

• Respond to inbound service calls, emails, and digital requests from customers in a timely and professional manner
• Diagnose technical issues remotely using structured troubleshooting methods
• Guide customers step-by-step through problem resolution, repairs, or operational adjustments
• Accurately document all service interactions, including symptoms, diagnostics, and resolutions, in CRM or service management systems
• Escalate complex or unresolved issues to field technicians, engineering, or higher-level support as needed
• Coordinate service dispatch and ensure proper communication between customers and field service teams
• Track open cases and follow up to ensure full resolution and customer satisfaction
• Maintain working knowledge of products, systems, and common failure modes
• Identify recurring issues and provide feedback to engineering, quality, or product teams
• Support warranty validation, parts identification, and service recommendations
• Assist in developing troubleshooting guides, FAQs, and internal knowledge base resources
• Meet performance metrics such as response time, resolution time, and customer satisfaction scores Why FOREL is right for you:
• At FOREL, you can develop your career by working on a wide range of innovative products across many exciting technologies
• You have the opportunity to continuously grow within your existing role and be rewarded for it
• We are a family-owned business with a long-term strategy. We care about all the members of our team You should be:
• Eager to learn
• Enjoy some travel assignments with overtime
• Flexible, professional, curious, and bold!
• A hands-on problem solver experienced in electronics, digital circuits, wiring, mechanics, and hydraulics
• Focused on customer service and quality
• Technologically savvy and experienced in software and file management In return we offer:
• Competitive compensation based on experience
• A generous benefits package that includes medical, dental, IRA plans, PTO, Paid Holidays
• Opportunities to advance and further your career FOREL is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, veteran status, or other protected class.

Job Type:

Full-time Pay:

$30.00

• $35.

00 per hour

Benefits:

401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off

Education:

Associate (Required)

Experience:

Hotline Support:

1 year (Preferred)

Industrial Machinery :

1 year (Required)

Mechatronics:

1 year (Required) Willingness to travel: 25% (Required)

Work Location:

Hybrid remote in Saint Paul, MN 55110