Technical Product Support Specialist - Elevator Systems

Hollister Whitney, a Vantage Elevation Company; Quincy (IL); On-site; USD 75,000 - 90,000; Full time

Benefits offered by this job

Paid time off

Company holidays

Medical, dental, vision insurance

401(k) company match

Professional development

Job summary

Hollister-Whitney, a Vantage Elevation Company, is seeking a technically minded Technical Support Specialist to troubleshoot mechanical and electro-mechanical products from its Quincy, Illinois location.

You will support customers, distributors, and field technicians, diagnose issues from drawings and specs, and assist with installations and repairs. The role emphasizes problem-solving, documentation, and cross‑department coordination.

Qualifications

• Associate's degree in Engineering Technology or related field preferred.
• 3–5 years in technical support, field service, manufacturing, or similar.
• Experience with mechanical/electro-mechanical products.
• Ability to read engineering drawings, wiring diagrams, and technical docs.
• Strong communication, organizational and documentation skills.

Responsibilities

• Provide technical support via phone, email, and other channels to customers, field technicians, and internal staff.
• Troubleshoot mechanical, electrical, and product performance issues using docs and drawings.
• Diagnose root causes and propose corrective actions or repair solutions.
• Assist with product installation, startup, operation, maintenance, and troubleshooting.
• Document inquiries and resolutions in the support system.
• Coordinate with Engineering, Quality, Manufacturing, and Sales to resolve complex issues.
• Support warranty evaluations and determine appropriate actions.
• Identify recurring issues and feed back to Engineering for improvement.
• Travel occasionally for customer sites or training.

Skills

Analytical problem-solving

Mechanical troubleshooting

Electrical troubleshooting

Customer service communication

Reading engineering drawings

Education

Associate's degree in Engineering Technology/related field

Tools

ERP

CRM

Case management systems

MS Office

Job description

Technical Product Support Specialist - Elevator SystemsRegular Position, Full TimeQuincy, IllinoisIf you are a technically minded professional interested in troubleshooting, problem-solving, and supporting customers with mechanical and electro-mechanical products, we invite you to explore this opportunity! We are seeking a customer-focused and solutions-oriented Technical Support Specialist to join our Hollister-Whitney team at Vantage Elevation.You’ll play a hands-on role in providing technical support to customers, distributors, field technicians, and internal teams, helping diagnose product issues, support installations and repairs, and deliver timely technical solutions.About UsVantage Elevation, LLC is an independent, industry-leading manufacturer of elevator components and systems with a long history of innovation and reliability. Founded in 1899, Vantage employs over 1,000 people across manufacturing sites and offices in the United States, Canada, and the United Kingdom. Through its family of brands, GAL Manufacturing, GAL Canada, Hollister-Whitney, Elevator Controls, Courion, Bore-Max, Thames Valley Controls, and Vertical Dimensions, Vantage supports nearly every electro-mechanical device used in modern elevators. Vantage’s mission is to safely connect people and communities by providing reliable elevator solutions. We support our teams, work closely with our customers, and hold ourselves accountable for quality, safety, and integrity in everything we do.RequirementsWe are searching for a candidate with:Associate’s degree in Engineering Technology, Industrial Technology, Electronics, Mechanical Technology, or a related field preferred.An equivalent combination of education and technical experience will be considered.3–5 years of experience in technical support, field service, manufacturing, engineering support, or industrial equipment.Experience supporting mechanical or electro-mechanical products preferred.Customer-facing technical support experience strongly preferred.Strong mechanical and electrical troubleshooting skills.Ability to read and interpret engineering drawings, wiring diagrams, and technical documentation.Excellent analytical and root cause problem-solving abilities.Strong customer service and communication skills.Ability to explain technical concepts to both technical and non-technical audiences.Proficiency with Microsoft Office applications.Experience using ERP, CRM, or case management systems is preferred.Ability to prioritize multiple issues while maintaining responsiveness.Strong organizational and documentation skills.Ability to work independently and collaboratively across multiple departments.Duties and ResponsibilitiesA typical day may include:Provide technical support via phone, email, and other communication channels to customers, field technicians, and internal employees.Troubleshoot mechanical, electrical, and product performance issues using technical documentation, engineering drawings, and product specifications.Diagnose root causes of customer issues and recommend corrective actions or repair solutions.Assist customers with product installation, startup, operation, maintenance, and troubleshooting.Interpret engineering drawings, wiring diagrams, parts manuals, and technical specifications.Document customer inquiries, troubleshooting activities, and resolutions within the company’s support system.Coordinate with Engineering, Quality, Manufacturing, and Sales to resolve complex technical issues.Support warranty evaluations and determine appropriate corrective actions.Recommend replacement parts, product upgrades, and service solutions.Communicate customer needs for replacement parts to the internal Sales team.Develop and maintain technical knowledge of company products and new product introductions.Assist with the development of technical bulletins, troubleshooting guides, FAQs, and customer documentation.Identify recurring product issues and provide feedback to Engineering and Quality for continuous improvement.Assist with customer and employee technical training.Travel occasionally to customer sites or company locations for product support, training, or field troubleshooting.Perform other duties as assigned.The Technical Support Specialist reports to the Director – Hoisting Equipment and works collaboratively with Engineering, Quality, Manufacturing, Sales, customers, distributors, and field technicians to resolve technical issues and provide effective product support.Benefits of Working With UsBase salary of $75,000–$90,000 annually, based on experience and qualifications.Paid time off and company holidays.Medical, dental, vision, and other insurance benefits.401(k) company match.Professional development and training opportunities.Position DetailsRegular, full-time position.In-office position based in Quincy, Illinois at our Hollister-Whitney facility.Reports to the Director – Hoisting Equipment.Occasional travel of approximately 10–15% for customer visits, field support, or training.Primarily office-based with regular interaction with manufacturing operations.Occasional exposure to production environments requiring appropriate PPE.Limited physical effort with occasional moving of materials and equipment.Vantage Elevation, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex