Technical Support Specialist

POSRG; Wauconda (IL); Remote; USD 52,000 - 76,000; 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 support and phone assistance to diagnose hardware and software issues across electromechanical systems.

The role emphasizes hands-on electronics experience, clear communication, and the ability to guide technicians of varying skill levels through complex repair procedures.

Qualifications

• Hands-on experience with general electronics boards and components.
• Experience in appliance repair or a related field.
• Experience with Wi‑Fi device setup and connectivity troubleshooting.
• Excellent verbal communication with the ability to 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.

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 to identify faults and guide corrective actions.
• Perform software and firmware updates on supported devices; assist with Wi‑Fi setup.

Skills

Electronics troubleshooting

Appliance repair experience

Wi-Fi setup & networking

Phone support & communication

Remote diagnostic skills

Patience with varied skill levels

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.