Technical Service Support

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

• Location 610 East Cumberland Road,Altamont, IL, 62411,United States
• Employee Type Exempt

Contact information

• Name Abby Jones

Description

In this role, you will be the go-to technical expert bridging customer service with our engineering and manufacturing teams. You won't be resetting passwords or managing IT networks—you'll be working with physical equipment, diagnosing mechanical issues, reading product assembly drawings, and helping our customers and internal team solve hands-on hardware challenges. If you love taking things apart to figure out how they work, tinkering with machinery, or fixing mechanical systems, this role is for you.

Responsibilities

Technical Support and Product Expertise

• 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.

Issue Resolution and Troubleshooting

• 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.

Documentation and Resources

• 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.

Parts Identification and Recommendations

• 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.

Training and Knowledge Sharing

• 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.

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.

Why Irwin?

Founded in 1907, Irwin Seating is a fourth-generation, family-owned company with locations in Grand Rapids, Michigan and Altamont, Illinois. We bring people together to learn, create, and share meaningful experiences both within our teams and in the spaces we design. You'll be part of a people-first team that believes in collaboration, growth, and doing the right thing. Here, you can build a career you love while growing alongside a company that feels like family.

Compensation

The base salary range for this full-time position is $64,000 - $74,000 . Within this range, individual pay is determined based on several factors, including but not limited to: relevant work experience, job-related knowledge, skills, and complexity of the role.