Technical Support Specialist

Cti; Columbia Township (MO); On-site; USD 50,000 - 65,000; Full time

Job summary

CTI is seeking a Technical Support Specialist to provide in-house technical support via phone and email, diagnose issues, and guide customers through solutions for gas detection systems. The role also involves follow-up on completed service visits, part orders, and quotes, with periodic travel to customer facilities for field service as needed.

The ideal candidate will have a basic understanding of electrical/mechanical systems, familiarity with gas detection equipment, and strong communication

Qualifications

• High School diploma or equivalent required.
• Associate degree in Electronics or 2 years' industrial controls/maintenance experience preferred.
• Gas detection equipment experience preferred.
• Must be 21+ with valid driver’s license.
• Able to perform non-sedentary work in extreme conditions.
• Strong problem-solving, troubleshooting and attention to detail.
• Excellent verbal and written communication skills.

Responsibilities

• Provide first-line technical support via phone and email, as the primary contact for customer questions.
• Diagnose issues and guide users through step-by-step solutions for gas detection systems, sensors, and controllers.
• Escalate complex issues to supervisors or engineering teams with clear notes on troubleshooting.
• Manage and prioritize multiple support requests for timely resolutions.
• Follow up with customers to confirm issues are resolved and maintain positive experience.
• Maintain accurate records of customer contacts, cases, and resolutions.
• Stay current with CTI products and services and related standards.
• Order parts upon receipt of customer POs and provide lead times to scheduling.
• Assist supervisor with review of service reports, AARs, and quotes, developing quoting skills.
• Communicate with OEMs and distributors to obtain non-CTI parts as directed.
• Relay system upgrades and installation requests to the Solutions Consultant.
• Assist with other departmental duties as backup when needed.

Skills

Electrical & mechanical basics

Gas detection equipment familiarity

PLC & circuits knowledge

CTI products & quoting

Safety-consciousness

Education

High School diploma or equivalent

Electronics associate degree or 2 years experience in industrial controls

Tools

Digital Multimeter (DMM)

Job description

Description

The Technical Support Specialist is responsible for providing in-house technical support and solutions to customers by phone and email, and for diagnosing and resolving technical issues. Customer technical support is the primary focus of this role. This role demands a blend of technical aptitude, problem-solving skills, customer-service focus, and excellent communication abilities.

The Technical Support Specialist reports to the Technical Support Supervisor. As a secondary duty, this position supports the follow-up work that comes out of completed service visits, such as replacement part orders and quotes. After initial training, the Technical Support Specialist will travel to customer facilities on occasion to support field service as needed.

Essential Duties and Responsibilities:

• Provide first-line technical support to customers via phone and email, serving as a primary point of contact for customer technical questions.
• Answer incoming support calls promptly, diagnose the issue, and work towards a resolution or a clear next step.
• Guide users through step-by-step solutions for common technical problems with gas detection systems, sensors, and controllers.
• Escalate complex issues to the Technical Support Supervisor or engineering teams, with clear notes on what troubleshooting has been done.
• Manage and prioritize multiple support requests to ensure timely resolution.
• Follow up with customers to confirm issues are resolved and to ensure a positive customer experience.
• Maintain accurate records of customer contacts, cases, and resolutions.
• Stay current with CTI products and services and the standards that apply to customer systems.
• Order parts upon receipt of customer POs and provide lead time information to the scheduling team.
• Assist the Technical Support Supervisor with review of completed service reports and AAR’s, parts requests, and quotes as workload allows, and develop quoting skills over time under the Supervisor’s guidance.
• Communicate with OEM’s and distributors to obtain non-CTI parts as directed by the Technical Support Supervisor.
• Relay system upgrades, replacements, and new installation requests to the Technical Support Supervisor for routing to the Solutions Consultant.
• Assist with other departmental roles (scheduling, safety, etc.) as backup when needed.

Requirements

Knowledge, Skills & Abilities:

• Basic understanding of electrical and mechanical systems, or the ability to learn them quickly.
• Familiarity with gas detection equipment and industrial environments (preferred).
• Familiarity with electronic circuits, relays, PLC’s, and use of a DMM on 120VAC and 24VDC circuits and controls (preferred).
• Ability and willingness to learn CTI products and services, and over time, quoting and sourcing parts.
• Commitment to component and personal safety.

Qualifications:

• High School diploma or equivalency (required).
• Associate’s degree in Electronics, or two (2) years of experience in industrial controls or industrial maintenance (preferred).
• Experience with gas detection equipment (preferred).
• Must be 21 years of age with a reliable vehicle & acceptable driving record.
• Must be able to perform non-sedentary work in various extreme conditions.
• Ability to problem-solve, troubleshoot, and work autonomously, asking for help early, and with high attention to detail.
• Ability to diagnose basic electrical and instrumentation problems using a digital multimeter.
• Excellent verbal and written communication skills, including a clear and professional phone presence.
• Excellent interpersonal and engagement skills, with patience and composure when helping customers under pressure.
• Proficient in common word processing, spreadsheet, database, and web-based applications.