Customer Technical Services Representative

Brady Corporation; Duluth (GA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive health coverage

401(k) with company match

Paid time off

Employee assistance program

Dress-for-your-day

Job summary

Brady Corporation is seeking a Customer Technical Services Representative for our Engraving Solutions business. You will provide advanced product support for Brady and Gravotech brands, troubleshooting hardware and software, and assisting customers with installation and operation.

The role requires coordinating with customers, distributors, and field technicians, with a focus on timely case management and detailed documentation.

Qualifications

• 3+ years of experience in product troubleshooting with customers.
• Bachelor's degree in Computer Science or a related field (desired).

Responsibilities

• Provide advanced product support for Engraving Solutions and software.
• Diagnose hardware, software, and connectivity issues.
• Manage cases from intake to resolution with thorough documentation.
• Coordinate with customers, distributors, and field technicians.
• Stay updated on product changes to improve service delivery.

Skills

Customer troubleshooting experience

Excellent written and verbal comms

Analytical problem solving

Education

Bachelor's degree in Computer Science or related field

Tools

SAP

Salesforce

SugarCRM

Job description

What We Need

Brady Corporation is looking for a Customer Technical Services Representative for our Engraving Solutions business, which includes Brady and Gravotech brands. This is not an IT help desk role – you will be supporting external customers. This individual will provide advanced product support for Engraving Solutions and software. This position focuses on troubleshooting hardware/software failures, device connectivity, and standard operation of the machine and software. It is best suited for someone who understands how to work directly with customers, distributors, and field technicians to resolve technical issues related to our product line.

What We Need

Brady Corporation is looking for a Customer Technical Services Representative for our Engraving Solutions business, which includes Brady and Gravotech brands. This is not an IT help desk role – you will be supporting external customers. This individual will provide advanced product support for Engraving Solutions and software. This position focuses on troubleshooting hardware/software failures, device connectivity, and standard operation of the machine and software. It is best suited for someone who understands how to work directly with customers, distributors, and field technicians to resolve technical issues related to our product line.

This position will be able to prioritize multiple tasks with time sensitive deadlines, be organized and can keep track of multiple customer issues. They need to work closely with customers and members of the internal team to address customer concerns during the startup process as well as provide high level customer support for key accounts after installation is complete. This person should have strong communicative skills and written skills. All reporting must be timely and detailed.

What You'll Be Doing

• Provide timely phone/ email based customer technical support for Gravotech
• Address customer inquiries through phone, email, chat and case management systems.
• Diagnose and troubleshoot configuration, operation software, applications, hardware, firmware, software, and connectivity issues.
• Support system configurations, performing remote diagnostics as needed.
• Manage case lifecycle from intake to resolution, ensuring accurate documentation and follow-up.
• Maintain customer records and track trends within the CRM platform.
• Stay updated on technological developments and product changes to enhance service delivery.
• Determine if parts are required, place quotes, part orders and request dispatches of Field Service Technicians.

What You Will Need To Be Successful

• Bachelor's degree in Computer Science, or a related field, desired
• Previous experience in a call center or technical troubleshoot environment, desired
• 3+ years of experience in product troubleshooting with customers REQUIRED.
• Mechanical and electronic repair background.
• Proficient with remote diagnostic tools and device management platforms.
• Skilled in troubleshooting and resolving non IT hardware, software, and system integration issues.
• Understanding of network fundamentals and communication protocols.
• Experienced with CRM and ERP platforms, including SAP, Salesforce, or Sugar.
• Strong analytical and troubleshooting skills, able to manage multiple priorities efficiently.
• Excellent written and verbal communication skills for technical explanations to non-technical users.
• Capable of working independently and collaboratively in a fast-paced environment.
• Able to work nights and weekends, when required.

About Us

Who we are:

Brady Corporation is a global industrial technology leader dedicated to making workplaces safer, more productive, and more connected. Backed by a 110+ year legacy of reliability and innovation, we have entered an exciting era of transformation and growth, powered by more than 10,000 team members serving customers across 40+ countries. Following our acquisition of Honeywell's Productivity Solutions and Services business in August 2026, Brady brings together trusted leadership in safety, materials science, and identification with advanced mobile computing, scanning, and automation.

We Help Organizations Make Work Safer, More Productive, And More Connected By Transforming Everyday Critical Information Into Actionable Intelligence. Our End-to-end Platform Unites Two Powerful Pillars

• Identification Solutions: High-performance labels, safety signs, engineered materials, and rugged industrial printing systems.
• Intelligent Productivity Solutions: Industry-leading mobile computers, barcode/RFID scanners, specialized software, voice automation, and workflow services.

From aerospace, healthcare, and laboratories to manufacturing plants, retail, data centers, and global transportation and logistics hubs, we empower customers to identify, protect, track, and optimize the people, assets, and processes that keep the world running.

Why Work At Brady

A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

Our Benefits

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
• Generous 401(k) with company match
• Paid time off and holidays
• Opportunity to participate in incentive programs for all full-time employees
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
• Education reimbursement opportunities
• Scholarship program for children of Brady employees
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program