Technical Support Representative

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

Benefits offered by this job

Comprehensive insurance starting on第一天

401(k) with company match

Paid time off and holidays

Parental leave

Scholarship program

Employee Resource Groups

Job summary

Brady Corporation in Cranberry Township, PA is seeking a Technical Support Representative - Traceability to join our Engraving Solutions business supporting industrial laser systems. You will serve as the primary technical contact to external customers, handling inbound cases, diagnosing software and hardware issues, and coordinating with field service when needed.

This role involves hands-on testing and remote diagnostics, using tools like multimeters and remote desktop software, with travel up

Qualifications

• Associate degree, technical school, or comparable work experience with 3+ years in technical support, electronics repair, or industrial equipment maintenance.
• Experience diagnosing electrical, mechanical, and industrial automation components (sensors, motion control, PLCs, vision systems).
• Excellent verbal communication with clear written documentation; professional phone presence.
• Familiarity with CRM/ERP platforms is helpful, but training will be provided.

Responsibilities

• Serve as the primary technical contact for external customers via phone and case management.
• Escalate issues and coordinate with field service for on-site visits as needed.
• Perform hands-on testing, diagnostics, and repairs on equipment when required.
• Use remote diagnostics tools to isolate hardware and system faults.

Skills

Hands-on troubleshooting

Remote diagnostics

Customer relations

Phone & case management

Field routing

Travel up to 10%

Education

Associate degree or technical school

Tools

Salesforce

SAP

Job 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.

What You'll Be Doing:

• 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.
• Field Support: Support field service with onsite customer visits, as needed basis.

#LI-EA1

What You Will Need To Be Successful:

• Education & Experience: Associate degree, equivalent technical school education, or comparable practical work experience with 3+ years in technical support, electronics repair, or industrial equipment maintenance.
• Hands-on Troubleshooting: Practical experience diagnosing electrical, mechanical, and industrial automation components (e.g., sensors, motion control systems, basic PLCs, or vision systems).
• Communication Skills: Excellent verbal communication skills with a comfortable phone presence, combined with strong, clear written documentation skills.
• Systems & Tools (preferred): Familiarity with Salesforce, SAP, or similar CRM/ERP platforms is helpful, but not required—we will train you on our tools.
• Travel: Willingness to travel up to 10% (including overnight) for training or occasional business needs. Valid driver’s license required.

About Us:

Who we are:
Brady Corporation is a global industrial technology leader dedicated to making workplaces safer, more productive, and more connected. Backed by a 110+ year legacy of reliability and innovation, we have entered an exciting era of transformation and growth, powered by more than 10,000 team members serving customers across 40+ countries. Following our acquisition of Honeywell's Productivity Solutions and Services business in August 2026, Brady brings together trusted leadership in safety, materials science, and identification with advanced mobile computing, scanning, and automation. We help organizations make work safer, more productive, and more connected by transforming everyday critical information into actionable intelligence. Our end-to-end platform unites two powerful pillars:

• Identification Solutions: High-performance labels, safety signs, engineered materials, and rugged industrial printing systems.
• Intelligent Productivity Solutions: Industry-leading mobile computers, barcode/RFID scanners, specialized software, voice automation, and workflow services.

From aerospace, healthcare, and laboratories to manufacturing plants, retail, data centers, and global transportation and logistics hubs, we empower customers to identify, protect, track, and optimize the people, assets, and processes that keep the world running. Why work at Brady:
A career at Brady means working for a global company that has thrived for over 100 years, and whose innovative spirit drives our future growth.

Brady offers competitive pay and great benefits, supported by a culture that encourages collaboration and innovation. We strive to foster an inclusive workplace where diverse talent can learn, grow, and succeed. And with deeply rooted values, no matter where you work at Brady, you'll feel connected to the community through our charitable contributions and opportunities to give back.

Our headquarters are in Milwaukee, Wisconsin, but we have more than 70 locations globally, giving our employees the opportunity to work with colleagues around the world.

• Comprehensive insurance coverage starting on your first day of employment, including medical, dental, and vision
• Generous 401(k) with company match
• Paid time off and holidays
• Opportunity to participate in incentive programs for all full-time employees
• Family planning benefits including paid parental leave, fertility coverage, adoption and surrogacy assistance
• Scholarship program for children of Brady employees
• A variety of Employee Resource Groups to provide you with unique networking, development, and volunteer opportunities
• Employee Assistance Program and related wellness programs (mental and behavioral health, family counseling, financial management)
• Dress-for-your-day dress code
• Charitable contributions matched through Brady's Matching Gift program