Technical Support Representative

BRADY WORLDWIDE INC; Pittsburgh (Allegheny County); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) match

Paid time off

Holidays

Education reimbursement

Wellness resources

Global locations

Job summary

BRADY WORLDWIDE INC. in Cranberry Township, PA is seeking a Technical Support Representative for an on-site role supporting external customers.

You will be the first technical contact, document interactions, and provide high-quality support across Brady engraving solutions and related products. Requirements include 5+ years in technical support or customer service, experience with PLC ladder logic, Cognex/Keyence vision systems, and Salesforce CRM.

Qualifications

• Associate degree or technical training or hands-on experience.
• 5+ years in technical support or customer service.
• Strong troubleshooting of electrical/mechanical systems.
• Experience diagnosing automated systems using PLC ladder logic (Allen-Bradley or Siemens).
• Familiar with Cognex and Keyence vision systems.
• Knowledge of industrial automation, motion control, sensors, and related electronics.
• Solid Salesforce CRM knowledge.
• Excellent written and verbal communication with good decision-making.
• Analytical with ability to juggle priorities.
• Field service experience preferred; travel ~10%; valid driver's license.

Responsibilities

• Serve as the first point of technical contact for customers via phone, email, and chat.
• Document interactions accurately and escalate advanced cases to field service when needed.
• Provide high-quality technical support across products and services.
• Use remote desktop tools and equipment like multimeters to identify faults.
• Handle cases through full lifecycle with a 90% case closure goal.
• Maintain professional relationships with customers, distributors, and internal partners.
• Stay current on technology changes and business needs while delivering timely support.
• Travel for training or business needs, including occasional overnight trips.

Skills

Technical support

Customer service

Troubleshooting

PLC ladder logic

Allen-Bradley & Siemens

Education

Associate degree or technical training

Tools

Cognex vision systems

Keyence vision systems

Salesforce CRM

Remote desktop tools

Multimeters

Job description

Requirements

Must have:

• We are looking for an associate degree, equivalent technical school training, or comparable hands-on experience.
• We need 5+ years of technical support or customer service experience.
• Strong troubleshooting experience with electrical and/or mechanical systems is required.
• Experience diagnosing and recovering automated systems, including PLC ladder logic in Allen-Bradley or Siemens environments, is needed.
• Familiarity with programming vision systems such as Cognex and Keyence is required.
• We are seeking knowledge of industrial automation, including motion control systems, sensors, and related electronics.
• A solid working understanding of Salesforce or similar CRM platforms is required.
• Excellent written and verbal communication skills are essential, along with confident, effective decision-making.
• Strong analytical and problem-solving abilities are needed, plus the capacity to juggle multiple priorities and adapt as needed.
• Prior field service or field support experience is preferred.
• The ability to travel, including occasional overnight trips, is required at around 10%.
• A valid drivers license is required.

Responsibilities:

• We serve as the first point of technical contact for customers facing complex issues through phone, email, and chat.
• We document customer interactions accurately and elevate more advanced cases to the field service team when needed.
• We provide high-quality technical support across our products and services.
• We use remote desktop tools and electrical test equipment, such as multimeters, to identify hardware, software, and system faults.
• We work cases through the full support lifecycle with a goal of resolving and closing 90% of received cases.
• We maintain professional, positive relationships with customers, distributors, and internal partners.
• We deliver accurate and timely support while staying current on technology changes and business needs.
• We may travel for training or business needs, including occasional overnight travel.

Company:

We are Brady, a global leader in safety, identification, and compliance solutions, serving a wide range of industries from manufacturing and electronics to healthcare and aerospace. Our Engraving Solutions business, sold through our Brady and Gravotech brands, is seeking a Technical Support Representative for our Cranberry Township, Pennsylvania office. This is an on-site role supporting external customers, not an IT help desk position. We offer comprehensive benefits from day one, including medical, dental, and vision insurance, a generous 401(k) match, paid time off and holidays, family planning support, education reimbursement, employee wellness resources, and opportunities to grow within a collaborative, inclusive company with more than 70 locations worldwide.