Traceability Tech Support Engineer (Remote & On-Site)

PDC; Pittsburgh (Allegheny County); On-site; USD 30,000 - 39,000; Full time

Job summary

PDC is seeking a Technical Support Representative - Traceability for our Engraving Solutions team in Cranberry Township, PA. This role focuses on hands-on and over-the-phone technical support for external customers, with remote issue resolution and escalation to on-site field service as needed.

Responsibilities include diagnosing hardware and software issues, testing and repairing equipment at the facility when required, and maintaining thorough documentation.

Qualifications

• Serve as the primary technical contact for external customers and handle inbound cases.
• Escalate and route to field service when remote resolution isn't possible.
• Perform hands-on testing and repairs on equipment received at the facility.
• Use remote diagnostic tools to isolate hardware and system faults.
• Maintain professionalism and clear communication with customers and teams.

Responsibilities

• Serve as the primary technical contact for external customers via phone and ticketing.
• Troubleshoot hardware/software issues remotely and coordinate field visits when needed.
• Perform hands-on testing and repairs on equipment shipped to the facility.
• Document findings and status updates in the system.
• Communicate status and next steps to customers and internal teams.

Skills

Phone & Case Management

Escalation & Field Routing

In-House Bench Repair

Remote Diagnostics

Customer Relations

Job description

PDC is seeking a Technical Support Representative - Traceability for our Engraving Solutions team in Cranberry Township, PA. This role focuses on hands-on and over-the-phone technical support for external customers, with remote issue resolution and escalation to on-site field service as needed.

Responsibilities include diagnosing hardware and software issues, testing and repairing equipment at the facility when required, and maintaining thorough documentation.