Technical Support Specialist

Cypress HCM; Wood Dale (IL); On-site; USD 65,000 - 85,000; Full time

Job summary

Cypress HCM is seeking a Technical Support Specialist in Wood Dale, IL to provide hands-on technical customer support for manufacturing equipment and processes, troubleshoot issues, and guide customers and internal teams.

The role requires collaboration with service, engineering, quality, and other teams, root-cause analysis, and documentation of resolutions. Some after-hours coverage and travel may be required.

Qualifications

• 3–5 years in a manufacturing environment.
• 5+ years in packaging, automation, industrial equipment, or a related technical environment.
• Ability to read and interpret mechanical and electrical drawings.
• Strong troubleshooting, problem-solving, and root-cause analysis skills.
• Experience with PLC-based controls preferred.
• Experience with Salesforce or another CRM/case management system preferred.
• Technical writing experience preferred.
• Excellent verbal and written communication skills.
• Strong customer service skills with a sense of urgency and attention to detail.
• Ability to work effectively both independently and as part of a cross-functional team.
• Ability to manage priorities, time, and resources effectively in a fast-paced environment.

Responsibilities

• Provide technical support to external customers through phone and email, troubleshooting equipment and application-related issues.
• Serve as a primary point of contact for technical support inquiries and work to ensure timely and effective resolution.
• Coordinate responses to customer issues by gathering information and collaborating with internal service, engineering, quality, and other technical teams.
• Create, manage, document, and close technical support cases within the company’s case management system.
• Maintain flexibility with working hours to accommodate customer and technical support coverage requirements.
• Participate in a rotating after-hours technical support schedule.
• Provide equipment reliability feedback to quality engineering and collaborate on opportunities for product and process improvements.
• Attend technical training programs and travel with field service personnel to gain hands-on experience with equipment, applications, and customer environments.
• Develop technical documentation, procedures, troubleshooting guides, and training materials for technical support and field service teams.
• Apply sound troubleshooting and root-cause analysis techniques to identify issues and recommend corrective actions.
• Promote a high level of customer service while effectively communicating technical information to both technical and non-technical audiences.

Skills

Troubleshooting

Root cause analysis

Technical communication

Customer service

Cross-functional teamwork

Reading drawings

Time management

Problem solving

Tools

Salesforce

CRM systems

PLC controls

Electrical drawings

Job description

This is an exciting opportunity to join a well-established manufacturing organization as a Technical Support Specialist. This is a hands-on technical customer support role responsible for serving as a primary point of contact for customers and internal teams, providing technical guidance, troubleshooting equipment and process issues, identifying root causes, and recommending effective corrective actions.

The Technical Support Specialist will leverage technical expertise, product knowledge, documentation, and hands-on experience to resolve issues quickly and effectively. This may include recommending process adjustments, equipment modifications, replacement parts, or coordinating onsite technical support. The role requires strong problem-solving abilities, excellent communication skills, and a customer-focused approach.

Responsibilities

• Provide technical support to external customers through phone and email, troubleshooting equipment and application-related issues.
• Serve as a primary point of contact for technical support inquiries and work to ensure timely and effective resolution.
• Coordinate responses to customer issues by gathering information and collaborating with internal service, engineering, quality, and other technical teams.
• Create, manage, document, and close technical support cases within the company’s case management system.
• Maintain flexibility with working hours to accommodate customer and technical support coverage requirements.
• Participate in a rotating after-hours technical support schedule.
• Provide equipment reliability feedback to quality engineering and collaborate on opportunities for product and process improvements.
• Attend technical training programs and travel with field service personnel to gain hands-on experience with equipment, applications, and customer environments.
• Develop technical documentation, procedures, troubleshooting guides, and training materials for technical support and field service teams.
• Apply sound troubleshooting and root-cause analysis techniques to identify issues and recommend corrective actions.
• Promote a high level of customer service while effectively communicating technical information to both technical and non-technical audiences.

Requirements And Desired Experience

• 3–5 years of experience working in a manufacturing environment.
• 5+ years of experience in packaging, automation, industrial equipment, or a related technical environment, with experience in field service, engineering, manufacturing, or technical support.
• Solid understanding of manufacturing and engineering processes.
• Ability to read and interpret mechanical and electrical drawings.
• Strong troubleshooting, problem-solving, and root-cause analysis skills.
• Experience working with PLC-based controls preferred.
• Experience with Salesforce or another CRM/case management system preferred.
• Technical writing experience preferred.
• Excellent verbal and written communication skills.
• Strong customer service skills with a sense of urgency and attention to detail.
• Ability to work effectively both independently and as part of a cross-functional team.
• Ability to manage priorities, time, and resources effectively in a fast-paced environment.