Technical Support Engineer - Manufacturing & Field Service

Cypress HCM; Wood Dale (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Cypress HCM is seeking a Technical Support Specialist in Wood Dale, IL to provide hands-on technical customer support for manufacturing equipment and processes, troubleshoot issues, and guide customers and internal teams.

The role requires collaboration with service, engineering, quality, and other teams, root-cause analysis, and documentation of resolutions. Some after-hours coverage and travel may be required.

Qualifications

• 3–5 years in a manufacturing environment.
• 5+ years in packaging, automation, industrial equipment, or a related technical environment.
• Ability to read and interpret mechanical and electrical drawings.
• Strong troubleshooting, problem-solving, and root-cause analysis skills.
• Experience with PLC-based controls preferred.
• Experience with Salesforce or another CRM/case management system preferred.
• Technical writing experience preferred.
• Excellent verbal and written communication skills.
• Strong customer service skills with a sense of urgency and attention to detail.
• Ability to work effectively both independently and as part of a cross-functional team.
• Ability to manage priorities, time, and resources effectively in a fast-paced environment.

Responsibilities

• Provide technical support to external customers through phone and email, troubleshooting equipment and application-related issues.
• Serve as a primary point of contact for technical support inquiries and work to ensure timely and effective resolution.
• Coordinate responses to customer issues by gathering information and collaborating with internal service, engineering, quality, and other technical teams.
• Create, manage, document, and close technical support cases within the company’s case management system.
• Maintain flexibility with working hours to accommodate customer and technical support coverage requirements.
• Participate in a rotating after-hours technical support schedule.
• Provide equipment reliability feedback to quality engineering and collaborate on opportunities for product and process improvements.
• Attend technical training programs and travel with field service personnel to gain hands-on experience with equipment, applications, and customer environments.
• Develop technical documentation, procedures, troubleshooting guides, and training materials for technical support and field service teams.
• Apply sound troubleshooting and root-cause analysis techniques to identify issues and recommend corrective actions.
• Promote a high level of customer service while effectively communicating technical information to both technical and non-technical audiences.

Skills

Troubleshooting

Root cause analysis

Technical communication

Customer service

Cross-functional teamwork

Reading drawings

Time management

Problem solving

Tools

Salesforce

CRM systems

PLC controls

Electrical drawings

Job description

Cypress HCM is seeking a Technical Support Specialist in Wood Dale, IL to provide hands-on technical customer support for manufacturing equipment and processes, troubleshoot issues, and guide customers and internal teams.

The role requires collaboration with service, engineering, quality, and other teams, root-cause analysis, and documentation of resolutions. Some after-hours coverage and travel may be required.