Remote Technical Support Specialist - Diagnostics & Uptime

Pregis

Tulsa (OK)

On-site

USD 55,000 - 75,000

Full time

9 days ago

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Job summary

Pregis in Tulsa, OK is seeking a Technical Support Specialist for a 2pm-10pm shift to manage remote intake, triage, and recovery of customer production equipment, protecting uptime and minimizing field dispatches. You will operate as the TSOC frontline using structured workflows, telemetry, and remote diagnostics to restore operation and ensure smooth handoffs when escalation is needed.

The role requires strong technical troubleshooting and clear customer communication, with the responsibility

Qualifications

3+ years in technical support or field service.
Hands-on experience with electromechanical or automated equipment.
Troubleshoot using diagnostic approaches.
Familiarity with PLCs, HMIs, sensors, pneumatics and industrial networks.
Experience with CRM tools such as C4C or Salesforce.

Responsibilities

Serve as the first technical point of contact for inbound customer support requests.
Perform structured intake to identify machine state, fault conditions, safety concerns, and production impact.
Prioritize tickets based on uptime risk, SLA requirements, and customer impact.
Determine whether issues can be resolved remotely or require escalation to onsite Field Technical Solutions.
Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customer observations.
Guide customers through safe corrective actions to restore operation when possible.
Resolve issues remotely to avoid truck rolls while maintaining safety and quality.
Escalate complex issues with complete technical context and documented findings.
Initiate Work Orders and support field service scheduling when onsite response is required.
Ensure accurate problem descriptions, parts identification, and job scope for field technicians.
Support travel time optimization and technician utilization with complete case data.
Collaborate with Field Technical Solutions to improve First Visit Fix Rate.
Document all tickets in C4C and Field Service Management systems, capturing failure modes and resolutions.
Identify recurring issues and communicate trends to Operations, Engineering, and Product teams.