Technical Support Specialist

PositecUSA; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Job summary

PositecUSA is seeking a Technical Support Specialist to provide hands-on technical support to the Kress dealer network, focusing on power tools and outdoor power equipment. You will diagnose issues, support repairs, and help dealers navigate warranty processes.

The role requires strong communication, ability to read schematics, and collaboration with Quality Control, Engineering, and Sales. Prior customer service experience and familiarity with IoT devices are a plus.

Qualifications

• High school diploma or equivalent required.
• Hands-on use of power tools and lawn/garden equipment.
• Background in construction, mechanics, or related fields preferred.
• Knowledge of IoT devices and connected equipment preferred.
• Ability to read electrical schematics and technical drawings.
• Strong customer service skills and basic sales principles.
• Proficiency with Microsoft Office and Outlook.
• Typing speed of at least 45 words per minute.
• Minimum 6 months of customer service experience.
• Call center experience preferred.

Responsibilities

• Provide direct technical support to dealers via phone and email.
• Partner with dealer service departments to diagnose, repair, and resolve product concerns.
• Support sales functions by providing technical product expertise when applicable.
• Attempt replication of customer-reported issues using available tools.
• Verify reported issues through hands-on testing and evaluation.
• Elevate complex issues to Level 2 technical support when required.
• Maintain accurate documentation of dealer interactions, findings, and resolutions.

Skills

Customer service

Technical aptitude

Communication skills

IoT knowledge

Reading schematics

Teamwork

Education

High school diploma

Tools

Microsoft Office

Outlook

Job description

The Technical Support Specialist is responsible for providing hands-on technical support to the Kress dealer network, with a strong focus on power tools and outdoor power equipment. This role partners closely with dealer service departments to diagnose issues, support repairs, explain warranty processes, and develop technical expertise across the dealer network.

Ready to play a critical role in supporting cutting-edge robotic and electrified equipment? As a Technical Support Specialist, you will:

• Provide direct technical support to dealers via phone and email, offering step-by-step guidance to resolve equipment issues.
• Partner closely with dealer service departments to diagnose, repair, and resolve product concerns efficiently.
• Support sales functions when applicable by providing technical product expertise.
• Attempt replication of customer-reported issues using available tools and equipment.
• Verify reported issues through hands-on testing and evaluation.
• Understand when and how to elevate issues to Level 2 technical support when required.
• Maintain accurate documentation of dealer interactions, technical findings, and resolutions.
• Communicate and coordinate effectively with internal departments, including Quality Control, Engineering, and Sales.
• Explain the status of warranty submissions, including claim processing, pre-approvals, and dealer inquiries related to warranty decisions and appeals.
• Complete detailed technical reports for submission to the Quality Control team to support investigation and resolution of product failures.
• Apply independent judgment and problem-solving skills to complete job responsibilities.
• Perform other duties as assigned.

Requirements

Does this role sound like a match for you? Here's what we're looking for:

• High school diploma, GED, or equivalent required.
• Prior hands-on use of power tools and lawn and garden equipment.
• Background in construction, mechanics, lawn maintenance, or related fields preferred.
• Working knowledge of IoT devices and connected equipment preferred.
• Ability to read and interpret electrical schematics and technical drawings.
• Demonstrated knowledge of technical customer service and basic sales principles.
• Understanding of internet and wireless technology.
• Strong verbal and written communication skills.
• Excellent customer service and relationship-building abilities.
• Ability to work effectively in a team-oriented environment.
• Proficiency in relevant computer applications, including Microsoft Office and Outlook.
• Ability to type at least 45 words per minute.
• Knowledge of basic administrative procedures.
• Minimum of 6 months of customer service experience required.
• Call center experience preferred.