Hardware Technical Support Specialist

Theuniversityunion; East Meadows (IL); On-site; USD 64,000 - 74,000; Full time

Job summary

Irwin Seating in Altamont, IL is seeking a Technical Support Specialist who will bridge customer service with engineering and manufacturing. You’ll diagnose mechanical issues, read assembly drawings, and help customers solve hands-on hardware challenges.

You’ll work with cross-functional teams to improve product quality and support processes, while mentoring teammates and delivering training. With 3+ years in technical support or product specialist roles, you’ll bring blueprint reading, CAD

Qualifications

• Associate's or Bachelor's degree in Engineering, Technical Studies, or a related field preferred; equivalent experience will be considered.
• 3+ years of experience in a technical support, product specialist, or similar role, ideally within manufacturing or a product-centric industry.
• Familiarity with blueprint reading and CAD software is beneficial.
• Experience with mechanical or seating products is advantageous.
• Proficiency in CRM systems and technical support tools is preferred.
• Strong understanding of product functionality, specifications, and troubleshooting methods.
• Analytical mindset with the ability to diagnose issues and develop effective solutions.
• Excellent verbal and written communication, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to work effectively with cross-functional teams and external customers.
• Skilled in creating and delivering educational content to enhance team capabilities.
• Strong attention to detail with the ability to manage multiple priorities and maintain documentation accuracy.

Responsibilities

• Serve as the primary technical resource for the Customer Service team, providing detailed product knowledge and resolving complex inquiries.
• Develop and maintain a thorough understanding of Irwin Seating's product lines, including specifications, features, and compatibility across various solutions.
• Diagnose and resolve advanced technical issues reported by customers, liaising with Engineering and Quality teams as necessary.
• Collaborate with internal teams to address recurring product challenges and recommend potential design or process improvements.
• Create, update, and organize technical documentation, including user guides, troubleshooting manuals, and technical bulletins.
• Ensure that the Customer Service team has access to up-to-date and accurate technical resources.
• Provide expert advice on part identification and compatibility, ensuring accurate recommendations based on customer needs and product specifications.
• Work with Engineering, Production, and Project Management teams to obtain technical details, resolve issues, and provide feedback on product performance.
• Participate in cross-functional initiatives to improve product quality and customer satisfaction.
• Conduct regular training sessions for the Customer Service team on new products, updates, and advanced troubleshooting techniques.
• Act as a mentor and resource, empowering the team with the knowledge to handle a broader range of technical inquiries.
• Identify and implement opportunities to improve technical support processes, reduce resolution times, and enhance the overall customer experience.
• Contribute to departmental goals by monitoring performance metrics and recommending strategic changes.

Skills

Technical support experience

Blueprint reading

Seating product knowledge

Analytical mindset

Cross-functional collaboration

Training delivery

Documentation skills

Strong communication

Education

Associate's or Bachelor's degree in Engineering or Technical Studies

Tools

CRM systems

CAD software

Job description

Irwin Seating in Altamont, IL is seeking a Technical Support Specialist who will bridge customer service with engineering and manufacturing. You’ll diagnose mechanical issues, read assembly drawings, and help customers solve hands-on hardware challenges.

You’ll work with cross-functional teams to improve product quality and support processes, while mentoring teammates and delivering training. With 3+ years in technical support or product specialist roles, you’ll bring blueprint reading, CAD