Customer Technical Services Representative

Bradycorp; Duluth (GA); On-site; USD 48,000 - 72,000; Full time

Job summary

Brady Corporation seeks a Customer Technical Services Representative for Engraving Solutions (Brady and Gravotech brands). This role provides advanced product support for hardware, software, and related services to external customers and partners.

You will troubleshoot issues, assist distributors and field technicians, and ensure timely, accurate documentation throughout the case lifecycle. Successful candidates will coordinate with internal teams during startup and post-install support, manage

Qualifications

• Experience supporting external customers in a technical capacity.
• Strong verbal and written communication abilities.
• Ability to prioritize multiple tasks with tight deadlines.

Responsibilities

• Provide timely phone/email-based customer technical support for Gravotech.
• Address inquiries through phone, email, chat and case management systems.
• Diagnose and troubleshoot configuration, software, hardware, and connectivity issues.
• Support system configurations and perform remote diagnostics as needed.
• Manage case lifecycle from intake to resolution with thorough documentation.

Skills

Customer service

Communication skills

Written communication

Multi-tasking

Tools

CRM software

Case management systems

Job description

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.

• 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.