Technical Support Specialist - Field & On-Site Diagnostics

Duravant; Wood Dale (IL); Hybrid; USD 50,000 - 75,000; Full time

Job summary

Paycom seeks a Technical Support Specialist 1 in Wood Dale, IL to provide frontline technical support to nVenia customers via phone and email. You will troubleshoot, document issues, and coordinate with service and engineering for timely resolutions.

The role requires strong product knowledge, excellent customer service, and the ability to work in a fast-paced manufacturing environment with occasional after-hours support and up to 15% travel.

Qualifications

• Three to five years of experience in a manufacturing environment required.
• Five years or more experience in the packaging and/or automation industry in field service, engineering or manufacturing function required.
• Solid knowledge of manufacturing and engineering processes.
• Ability to read mechanical and electrical drawings.
• Experience working in Salesforce a plus.
• Working with PLC based controls a plus.
• Technical writing experience a plus.
• Ability to travel up to 15%

Responsibilities

• Provides external customers with technical support in response to inquiries via phone and email.
• Coordinates response to customer issues by gathering input from internal experts in service and engineering
• Create, manage and close technical support cases in the case management system
• Willing to be flexible with working hours to accommodate phone coverage
• Willing to provide “after hour” support as part of a rotating pool
• Provide equipment reliability feedback to quality engineering and collaborate on improvements
• Attend training classes and travel on shadowing service jobs to gain hands on practical experience.
• Develop technical documentation, procedures, and training courses for technical support and field service.
• Comply to industry, company and customer safe working practices

Skills

Great Customer Service

Sense of urgency

Detail oriented

Complex Problem solver

Teamwork

Self-Management

Verbal Communication

Written Communication

Education

4 Year Degree

Tools

Salesforce

PLC-based controls

Technical writing

Job description

Paycom seeks a Technical Support Specialist 1 in Wood Dale, IL to provide frontline technical support to nVenia customers via phone and email. You will troubleshoot, document issues, and coordinate with service and engineering for timely resolutions.

The role requires strong product knowledge, excellent customer service, and the ability to work in a fast-paced manufacturing environment with occasional after-hours support and up to 15% travel.