Technical Services Engineer

PDC; Pittsburgh (Allegheny County); On-site; USD 30,000 - 39,000; Full time

Job summary

PDC is seeking a Technical Support Representative - Traceability for our Engraving Solutions team in Cranberry Township, PA. This role focuses on hands-on and over-the-phone technical support for external customers, with remote issue resolution and escalation to on-site field service as needed.

Responsibilities include diagnosing hardware and software issues, testing and repairing equipment at the facility when required, and maintaining thorough documentation.

Qualifications

• Serve as the primary technical contact for external customers and handle inbound cases.
• Escalate and route to field service when remote resolution isn't possible.
• Perform hands-on testing and repairs on equipment received at the facility.
• Use remote diagnostic tools to isolate hardware and system faults.
• Maintain professionalism and clear communication with customers and teams.

Responsibilities

• Serve as the primary technical contact for external customers via phone and ticketing.
• Troubleshoot hardware/software issues remotely and coordinate field visits when needed.
• Perform hands-on testing and repairs on equipment shipped to the facility.
• Document findings and status updates in the system.
• Communicate status and next steps to customers and internal teams.

Skills

Phone & Case Management

Escalation & Field Routing

In-House Bench Repair

Remote Diagnostics

Customer Relations

Job description

Description

Our office in Cranberry Township, PA is seeking a Technical Support Representative - Traceability to join our Engraving Solutions business supporting industrial laser systems.

This is not an IT help desk role; you will be providing hands-on and over-the-phone technical support directly to external customers. In this high-impact position, you will serve as a primary technical point of contact, resolving customer issues remotely via phone and digital ticketing, or identifying when to dispatch field service for an on-site visit. When inbound case volume permits, you will also perform hands‑on testing, diagnostics, and repairs on equipment sent into our facility.

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Qualifications

• Phone & Case Management: Serve as the primary technical contact for external customers. Work inbound technical support cases and proactively call customers back to troubleshoot, diagnose, and resolve hardware and software issues over the phone.
• Escalation & Field Routing: Leverage technical resources, schematics, and remote diagnostic tools to solve issues remotely. When remote resolution isn't possible, properly scope and transition the customer to an on-site service visit by a field service.
• In-House Bench Repair: During periods of low case volume, conduct hands‑on testing, diagnostics, and repairs on customer equipment shipped to our facility. Document findings, repair actions, and status updates directly within the system.
• Remote Diagnostics: Utilize remote desktop software, multimeters, and electrical testing equipment to systematically isolate hardware and system faults.
• Customer Relations: Maintain a high standard of professionalism, clear communication, and follow-through with customers, distributors, and internal technical teams.