Dealer Tech Support Specialist: Power Tools & IoT Expert

PositecUSA; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

PositecUSA is seeking a Technical Support Specialist to provide hands-on technical support to the Kress dealer network, focusing on power tools and outdoor power equipment. You will diagnose issues, support repairs, and help dealers navigate warranty processes.

The role requires strong communication, ability to read schematics, and collaboration with Quality Control, Engineering, and Sales. Prior customer service experience and familiarity with IoT devices are a plus.

Qualifications

• High school diploma or equivalent required.
• Hands-on use of power tools and lawn/garden equipment.
• Background in construction, mechanics, or related fields preferred.
• Knowledge of IoT devices and connected equipment preferred.
• Ability to read electrical schematics and technical drawings.
• Strong customer service skills and basic sales principles.
• Proficiency with Microsoft Office and Outlook.
• Typing speed of at least 45 words per minute.
• Minimum 6 months of customer service experience.
• Call center experience preferred.

Responsibilities

• Provide direct technical support to dealers via phone and email.
• Partner with dealer service departments to diagnose, repair, and resolve product concerns.
• Support sales functions by providing technical product expertise when applicable.
• Attempt replication of customer-reported issues using available tools.
• Verify reported issues through hands-on testing and evaluation.
• Elevate complex issues to Level 2 technical support when required.
• Maintain accurate documentation of dealer interactions, findings, and resolutions.

Skills

Customer service

Technical aptitude

Communication skills

IoT knowledge

Reading schematics

Teamwork

Education

High school diploma

Tools

Microsoft Office

Outlook

Job description

PositecUSA is seeking a Technical Support Specialist to provide hands-on technical support to the Kress dealer network, focusing on power tools and outdoor power equipment. You will diagnose issues, support repairs, and help dealers navigate warranty processes.

The role requires strong communication, ability to read schematics, and collaboration with Quality Control, Engineering, and Sales. Prior customer service experience and familiarity with IoT devices are a plus.