Technical Support Specialist

JOB SUMMARY Serves as the technical resource between Radwell customers and Radwell branch operations. Assesses equipment and automation issues at customer sites, collects equipment that requires repair and returns it to the branch, provides phone-based technical consultation, and supports branch teams with technical expertise. The Technical Support Specialist helps customers resolve problems quickly and accurately, and ensures Radwell repair, surplus, and distribution services are applied to the right solution. ESSENTIAL DUTIES AND RESPONSIBILITIES
· Travel to customer sites to assess, troubleshoot, and diagnose equipment and industrial automation issues, identifying the likely cause and recommending the appropriate resolution.
· Conduct Automated Lifecycle Analysis (ALA) for customers, documenting findings and recommendations and sharing results with the customer and appropriate Radwell teams.
· Determine when equipment requires repair; safely remove or collect the equipment and return it to the branch for processing, with accurate tagging, documentation, and handoff of site findings.
· Provide phone-based technical consultation to customers and internal teams, including troubleshooting guidance, product identification, replacement and application questions.
· Support the branch with technical expertise, including product identification and verification, evaluating incoming equipment, assisting with testing, and answering technical questions from branch and operations staff.
· Partner with Repair, Surplus, Distribution, and Outside Sales teams to ensure customer issues are communicated clearly and resolved; refer sales opportunities identified in the field to the appropriate Territory Account Executive.
· Respond promptly to customer requests, inquiries, and urgent breakdowns, ensuring maximum goodwill from all interactions.
· Document site visits, findings, repair pick-ups, and customer communications accurately and on a timely basis in Salesforce CRM and other designated systems.
· Follow all customer site safety requirements and Radwell safety policies, including proper use of personal protective equipment and lockout/tagout procedures where applicable.
· Identify recurring technical issues, product trends, and process improvement opportunities, and provide feedback to management.
· Prepare reports for management and customers as requested.
· May be modified from time to time. Other duties, tasks, and work may be assigned. METRICS
· Customer site visits completed and response time to service requests.
· Automated Lifecycle Analyses (ALAs) completed.
· Repair pick-ups returned to the branch and repairs originating from site assessments.
· Phone consultation volume, response time, and resolution rate.
· Turnaround time and accuracy on technical inquiries from customers and the branch.
· Customer satisfaction and feedback.
· Documentation compliance: visit notes, findings, and CRM entries completed accurately and on time.
· Safety compliance at customer sites and the branch.
· Management by Objectives (MBOs) as assigned. QUALIFICATIONS
· 2+ years of hands-on technical experience preferred, such as industrial maintenance, field service, electrical or electronics repair, or automation troubleshooting.
· Experience troubleshooting industrial automation equipment (PLCs, drives, HMIs, motors, sensors, power supplies) strongly preferred.
· Customer-facing technical support or field service experience a plus.
· Comfortable working in industrial environments and interacting with a wide variety of people.
· Self-motivated and able to work independently at customer sites while managing time between field and branch.
· Strong team player with the ability to prioritize tasks in a fast-paced environment.
· Clean driving record required; MVR check will be conducted.
· Knowledge of the local service area a plus. KNOWLEDGE & SKILLS REQUIRED
· Strong troubleshooting and problem-solving skills, including the ability to diagnose issues in the field with limited information.
· Ability to read and interpret nameplates, electrical schematics, manuals, and technical documentation.
· Working knowledge of electrical safety practices, including lockout/tagout.
· Ability to explain technical concepts clearly to customers, branch staff, and non-technical audiences.
· Strong time management and organizational skills.
· Proficiency with Salesforce CRM or similar CRM platform.
· Strong computer proficiency; proficient in MS Office including Outlook and Excel.
· Excellent verbal and written communication skills. EDUCATION & EXPERIENCE
· High School Diploma or equivalent required.
· Associate's degree or technical/trade certification in electronics, industrial maintenance, mechatronics, or a related field preferred; equivalent hands-on experience considered.
· Industry awareness a plus.
· Technical or industrial product knowledge a plus. CERTIFICATES, LICENSES, REGISTRATIONS
· Valid driver's license required.
· Clean Motor Vehicle Record (MVR) required — driving is an essential function of this role.
· Completion of customer site safety orientation and training as required. PHYSICAL DEMANDS
· Frequent driving between the branch and customer sites.
· Frequent walking, standing, bending, and climbing at customer and industrial sites.
· Lifting

requirements:
occasional lifting up to 50 lbs, frequent lifting up to 25 lbs, and continuous lifting up to 10 lbs.