Technical Support Lead

Power Test, LLC; Sussex (WI); On-site; USD 80,000 - 110,000; Full time

Job summary

Power Test, located in Sussex, WI, is seeking a hands-on Technical Support Lead (Mechanical & Electrical) to become our frontline technical expert. You will troubleshoot hardware, hydraulics, and basic electrical systems while helping build our AI-driven knowledge base.

You will own cases end-to-end, guide customers through diagnostics, and support Power Test Field Technicians remotely. This in-office role requires a strong electro-mechanical background and a passion for customer success.

Qualifications

• 3–5 years of electro-mechanical troubleshooting or field service.
• Ability to read schematics and wiring diagrams; use a multimeter.
• Familiar with CRM/ticketing software (Salesforce, Zendesk) and eager to learn PLC/VFD basics.
• Customer-first mindset with calm, empathetic problem-solving.

Responsibilities

• Own the Case: handle inquiries end-to-end with no handoffs.
• Troubleshoot and Diagnose hydraulics, sensors, and basic electrical faults.
• Support the Field: act as remote lifeline for Field Technicians.
• Build the Brain: document fixes to feed AI knowledge base.

Skills

Electro-mechanical troubleshooting

Field service

Schematics reading

Multimeter use

CRM / ticketing software

VFD fundamentals

PLC fundamentals

Customer focus

Tools

Salesforce

Zendesk

Job description

Technical Support Lead (Mechanical & Electrical)

Company: Power Test

Location: Sussex, WI (In-Office / On-Site)

About the Company:

For over 40 years, Power Test®, LLC has been an industry leader in designing and manufacturing dynamometers, heavy equipment testing systems, and control systems. Operating out of Sussex, Wisconsin, we provide specialized test equipment to major industrial, marine, and military markets across 90 countries on six continents.

About the Role:

Are you a hands-on Field Technician tired of constant travel, or a sharp Electro-Mechanical pro looking to transition into a premier office-based technical support career? Power Test is hiring a Technical Support Lead to serve as our frontline technical expert. You will troubleshoot physical hardware, hydraulics, and basic electrical systems while building the foundational knowledge base that powers our future AI support tools.

What You’ll Do:

• Own the Case: Answer customer inquiries across phone, email, WhatsApp, and live chat. Resolve Level 1 and Level 2 issues end-to-end with no handoffs.
• Troubleshoot & Diagnose: Guide customers through fluid circuits, pump issues, sensor calibration, and basic electrical faults using schematics and remote-shadowing tools.
• Support the Field: Act as the direct remote lifeline for Power Test Field Technicians active on customer job sites.
• Build the Brain: Document every unique fix, missing guide, and Level 3 resolution to directly feed and train Power Test’s AI-driven knowledge base.

What We’re Looking For:

• 3-5 Years of Experience: Background in electro-mechanical troubleshooting, field service, HVAC, mechatronics, or heavy equipment maintenance.
• The Blueprint Basics: Ability to read schematics, wiring diagrams, and use a multimeter for basic electrical checks.
• Tech Aptitude: Familiarity with modern CRM/ticketing software (Salesforce, Zendesk, etc.) and a baseline comfort learning VFD or PLC fundamentals.
• Customer Obsessed: A calm, empathetic problem-solver who takes proud ownership of a customer’s outcome.