Technical Support Specialist

POSRG; Wauconda (IL); On-site; USD 42,000 - 62,000; Full time

Job summary

POSRG is seeking a detail-oriented Technical Support Specialist to serve as the primary contact for field technicians, providing remote helpdesk and phone-based support to diagnose, troubleshoot, and resolve hardware and software issues across electromechanical systems.

You will guide technicians through complex repair procedures, coordinate with teams, and perform firmware updates and Wi-Fi configuration for connected devices in a fast-paced environment.

Qualifications

• Hands-on experience with electronics boards and components.
• Appliance repair or related field experience.
• Experience configuring Wi-Fi device setup and connectivity troubleshooting.
• Excellent verbal communication to explain technical steps over the phone.
• Patient and professional when guiding technicians of varying backgrounds.
• Strong analytical and remote-diagnosis problem-solving skills.

Responsibilities

• Provide real-time helpdesk and phone-based support to field technicians.
• Communicate clearly to diagnose and resolve issues remotely.
• Coordinate and assist with replacement of mainboards, I/O boards, power supplies, and liquid pumps.
• Troubleshoot I/O boards; humidity, magnetic and temperature sensors.
• Diagnose pump spray patterns; assist with adjustments.
• Perform and assist with software and firmware updates; Wi-Fi setup for connected devices.

Skills

Electronics boards

Appliance repair

Wi-Fi setup

Verbal communication

Remote diagnosis

Patience

Problem solving

Tools

Electronics testing tools

Job description

We are seeking a detail-oriented and technically skilled Technical Support Specialist to join our team. In this role, you will serve as the primary point of contact for field technicians, providing remote helpdesk and phone-based support to diagnose, troubleshoot, and resolve hardware and software issues across a range of electromechanical and electronic systems. The ideal candidate brings hands-on electronics experience, strong communication skills, and the patience to guide technicians of varying skill levels through complex repair procedures.

KEY RESPONSIBILITIES

Helpdesk & Field Technician Support

• Provide helpdesk and phone-based technical support to field technicians in real time
• Communicate clearly and patiently with technicians to diagnose and resolve issues remotely
• Coordinate and assist with the replacement of mainboards, I/O boards, power supplies, and liquid pumps

Hardware Troubleshooting & Repair Assistance

• Troubleshoot I/O boards to identify faults and guide corrective actions
• Diagnose and resolve issues with humidity, magnetic and temperature sensors
• Troubleshoot stepper motor performance and operation
• Analyze pump spray patterns and assist with corrective adjustments

Software & Firmware

• Perform and assist with software and firmware updates on supported devices
• Configure and support general Wi‑Fi setup for connected devices

QUALIFICATIONS

Required

• Hands‑on experience working with general electronics boards and components
• Demonstrated experience in appliance repair or a related field
• Experience with general Wi‑Fi device setup and connectivity troubleshooting
• Excellent verbal communication skills with the ability to clearly explain technical steps over the phone
• Patience and professionalism when working with technicians of varying technical backgrounds
• Strong analytical and problem‑solving skills for remote diagnosis

Preferred

• Experience with electromechanical devices and systems
• Experience with Appliance repair and/or Tech Support would be a plus
• Familiarity with stepper motors, liquid pump systems, or environmental sensors
• Background in helpdesk, technical support, or field service coordination

WORK ENVIRONMENT

This position involves frequent telephone and remote communication with field technicians across multiple locations. The role requires the ability to work in a fast-paced support environment, managing multiple cases simultaneously while maintaining a calm and professional demeanor. Occasional hands‑on work with hardware components may be required for training or escalation purposes.