Technical Support Specialist

FAAC Spa; Florida; On-site; USD 42,000 - 66,000; Full time

Job summary

FAAC Spa seeks a Technical Support Specialist to provide expert phone and email support, diagnose product issues, and guide customers through installation and configuration of Magnetic-branded operators and accessories. The role includes in-house diagnostic and repair work, plus collaboration with QA and R&D for quality improvements.

Responsibilities cover testing, RMAs, customer support, and training of new hires, ensuring clear communication and high customer satisfaction.

Qualifications

• Strong mechanical aptitude required.
• Excellent verbal and written communication skills required.
• Excellent analytical and problem-solving skills required.
• Ability to work independently with minimal supervision.
• Proficient with mechanics and power tools.
• Proficient in electrical, electronic, and mechanical troubleshooting.
• Experience with repair procedures and use of multi-meters, power supplies, soldering tools.
• Ability to interpret technical documentation without scripts.

Responsibilities

• Perform diagnostic tests and repairs on Magnetic-branded product lines' electric, electronic, and mechanical systems.
• Test and validate product performance.
• Initiate, monitor, and complete the RMA process for returns and repairs.
• Provide product support via phone and e-mail.
• Support customer installation and configuration of operators and accessories.
• Answer technical questions and service requests for the sales team.
• Assist management with mentoring and training of new hires.

Skills

Mechanical aptitude

Verbal and written communication

Analytical/problem-solving

Independent work

Mechanics/power tools

Electrical/electronic troubleshooting

Soldering/desoldering

Documentation interpretation

Job description

Technical Support Specialist

Position Summary

The primary responsibility of the Technical Support Specialist is to provide exceptional technical support to customers via phone and email, with a strong focus on timely issue resolution and overall customer satisfaction. This position serves as a key technical resource for customers, field technicians, end-users, and distribution partners by troubleshooting product issues, answering technical questions, and guiding customers through installation, configuration, diagnostics, and resolution of product-related concerns.
The Technical Support Specialist will also perform in-house diagnostic and repair services on Magnetic-branded operators, components, and accessories. Through direct interaction with customers and hands-on product troubleshooting, this role will identify recurring issues and provide valuable technical feedback to the QA and R&D teams to support product quality and continuous improvement

• Perform diagnostic tests and repairs on the Magnetic-branded product lines' electric, electronic, and mechanical systems.

• Test and validate product performance.

• Initiate, monitor, and complete the RMA process for returns and repairs.

• Provide product support via phone and e-mail.

• Support customer installation and configuration of operators and accessories.

• Answer technical questions and service requests for the sales team.

• Assist management with the mentoring and training of new hires

Qualifications include:

• Strong mechanical aptitude (Required)

• Excellent verbal and written communication skills (Required)

• Excellent analytical and problem-solving skills (Required)

• Ability to work independently with minimal supervision.

• Proficient with mechanics and power tools.

• Proficient in electrical, electronic, and mechanical troubleshooting.

• Proficient with electronic repair procedures and techniques, including operation of multi-meters/DVOM, power supplies, and soldering/de-soldering tools.

• Ability to interpret and condense information from documentation sources and successfully use that information to provide support without a pre-written script.

• Strong understanding and ability to interpret technical documentation, including product manuals, datasheets, technical drawings, wiring diagrams, and electrical schematics.