National Tech Support Specialist - Onsite & Remote

Stiles Machinery; High Point (NC); On-site; USD 70,000 - 95,000; Full time

Job summary

Stiles Machinery is seeking a National Technical Support Specialist to provide advanced technical assistance to customers, FSRs, and internal teams. You will diagnose and resolve complex hardware, software, and machine operation issues, acting as a second-level support resource.

The role involves on-site service when needed, collaboration with manufacturers, and contributing to documentation and parts identification.

Qualifications

• Technical schooling, apprenticeship programs, or bachelor's in computer science or software engineering.
• Experience with Woodwop is a nice to have.
• Strong diagnostic skills for Software and Application.
• Willingness to travel domestically and internationally.
• Valid driver’s license.

Responsibilities

• Identify and comprehend customer issues across software and application domains.
• Take ownership of national-level technical support cases, ensuring timely resolution.
• Troubleshoot Woodwop Software, Nesting, Scanners, Barcode topics and other Homag Software.
• Act as a direct liaison to manufacturers for escalated technical issues.
• Collaborate with the Parts Department for technical issues and accurate parts identification.
• Assist Documentation Specialists in identifying and fulfilling customer documentation needs.
• Provide clear communication and guidance to customers and internal teams during issue resolution.
• Document work performed, problems encountered, and customer feedback in detailed call reports.
• Perform on-site machine service when remote resolution is not possible.
• Recognize and mitigate safety hazards in accordance with company standards.

Skills

Excellent communication skills

Strong diagnostic skills for software

Self-starter with initiative

Microsoft Office proficiency

Willingness to travel domestically and

Education

Bachelor's degree in Computer Science or Software Engineering

Tools

Microsoft Office

Job description

Stiles Machinery is seeking a National Technical Support Specialist to provide advanced technical assistance to customers, FSRs, and internal teams. You will diagnose and resolve complex hardware, software, and machine operation issues, acting as a second-level support resource.

The role involves on-site service when needed, collaboration with manufacturers, and contributing to documentation and parts identification.