Technical Support and Repairs Specialist

JMS Technical Solutions; City of North Tonawanda (NY); On-site; USD 60,000 - 100,000; Full time

Job summary

JMS Technical Solutions in North Tonawanda, NY, is seeking a Technical Support and Repairs Specialist to join our team for hands-on troubleshooting, repair project coordination, and customer-facing technical work. The role combines office, manufacturing, and occasional field service and supports high-quality repairs and customer satisfaction.

The position is full-time and on-site, with travel as needed. Salary is based on experience, up to $100,000 per year.

Qualifications

• Associate degree or higher in Mechanical Engineering Technology, Industrial Technology, Engineering, or related field (equivalent experience considered).
• Strong mechanical aptitude and troubleshooting skills.
• Ability to read and interpret engineering drawings, BOMs, and technical specifications.
• Experience supporting repair projects, service operations, or industrial equipment programs.
• Strong communication, organization, and customer service skills.
• Proficiency with Microsoft Office.
• Willingness to travel occasionally for field service and warranty support.

Responsibilities

• Manage repair projects from initial quotation through shipment and invoicing.
• Serve as the primary customer contact for repair‑related inquiries and updates.
• Develop repair scopes of work and coordinate activities with engineering, operations, and service teams.
• Track project schedules, costs, and progress while ensuring quality and customer requirements are met.
• Identify opportunities for equipment upgrades, modernization, and expanded service offerings.
• Coordinate and support field service activities including inspections, troubleshooting, equipment assessments, and warranty repairs.
• Travel occasionally to customer sites, shipyards, and industrial facilities to support repairs and technical service needs.
• Build relationships with service providers and repair partners to support customer uptime and service responsiveness.
• Develop and maintain service manuals, repair manuals, technical procedures, and work instructions.
• Create technical illustrations, exploded views, and parts identification guides.
• Ensure documentation accuracy through collaboration with engineering and manufacturing teams.
• Support standardization and continuous improvement of repair procedures and technical publications.
• Provide technical guidance to the sales team for repair, replacement, and upgrade opportunities.
• Review customer requirements and prepare technical recommendations, quotations, and proposals.
• Participate in customer visits, technical reviews, and industry events as needed.
• Develop and maintain standardized repair kits for commercial and government customers.
• Coordinate inventory planning and replenishment activities.
• Create and review production orders, work instructions, and technical specifications.
• Support cross-functional teams to ensure successful project execution and process improvements.

Skills

Mechanical aptitude

Troubleshooting

Reading drawings/BOMs

Repair project experience

Communication/customer service

Microsoft Office

Willingness to travel

Education

Associate degree or higher in Mechanical Engineering Technology, Industrial Technology, Engineering, or related field

Tools

SolidWorks Composer

SolidWorks CAD

ERP systems

Job description

Technical Support and Repairs Specialist

Our client, a nationally recognized manufacturer of pumps and pump assemblies in North Tonawanda, NY looking to hire a Technical Support and Repairs Specialist for their team!

This role is ideal for a mechanically inclined professional who enjoys hands‑on troubleshooting, coordinating repair projects, developing technical documentation, and working directly with customers to resolve equipment issues. The position offers a mix of office, manufacturing, and occasional field service work, supporting high‑quality repairs and customer satisfaction.

This is a full-time/direct hire/on-site position

Salary rangebased on experience: Up to $100K

Key Responsibilities

Repair Project Management

• Manage repair projects from initial quotation through shipment and invoicing.
• Serve as the primary customer contact for repair‑related inquiries and updates.
• Develop repair scopes of work and coordinate activities with engineering, operations, and service teams.
• Track project schedules, costs, and progress while ensuring quality and customer requirements are met.
• Identify opportunities for equipment upgrades, modernization, and expanded service offerings.

Field Service & Customer Support

• Coordinate and support field service activities including inspections, troubleshooting, equipment assessments, and warranty repairs.
• Travel occasionally to customer sites, shipyards, and industrial facilities to support repairs and technical service needs.
• Build relationships with service providers and repair partners to support customer uptime and service responsiveness.

Technical Documentation

• Develop and maintain service manuals, repair manuals, technical procedures, and work instructions.
• Create technical illustrations, exploded views, and parts identification guides.
• Ensure documentation accuracy through collaboration with engineering and manufacturing teams.
• Support standardization and continuous improvement of repair procedures and technical publications.

Technical Sales Support

• Provide technical guidance to the sales team for repair, replacement, and upgrade opportunities.
• Review customer requirements and prepare technical recommendations, quotations, and proposals.
• Participate in customer visits, technical reviews, and industry events as needed.

Repair Kit Program & Production Support

• Develop and maintain standardized repair kits for commercial and government customers.
• Coordinate inventory planning and replenishment activities.
• Create and review production orders, work instructions, and technical specifications.
• Support cross-functional teams to ensure successful project execution and process improvements.

Qualifications

Required

• Associate degree or higher in Mechanical Engineering Technology, Industrial Technology, Engineering, or related field (equivalent experience considered).
• Strong mechanical aptitude and troubleshooting skills.
• Ability to read and interpret engineering drawings, BOMs, and technical specifications.
• Experience supporting repair projects, service operations, or industrial equipment programs.
• Strong communication, organization, and customer service skills.
• Proficiency with Microsoft Office.
• Willingness to travel occasionally for field service and warranty support.

Preferred

• Experience with centrifugal pumps, rotating equipment, or industrial machinery.
• Experience creating technical manuals or service documentation.
• Background supporting U.S. Navy, defense, utility, or industrial customers.
• SolidWorks Composer or SolidWorks CAD experience.
• Familiarity with ERP systems and inventory management.
• Project management experience.

Applicants must be authorized to work in the U.S.

We are an equal-opportunity employer. We do not discriminate in hiring or employment against any individual based on race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.