Technical Support Specialist

Position Summary

The primary responsibility of the Technical Support Specialist is to provide exceptional technical support to customers via phone and email, with a strong focus on timely issue resolution and overall customer satisfaction. This position serves as a key technical resource for customers, field technicians, end-users, and distribution partners by troubleshooting product issues, answering technical questions, and guiding customers through installation, configuration, diagnostics, and resolution of product-related concerns.

The Technical Support Specialist will also perform in-house diagnostic and repair services on Magnetic-branded operators, components, and accessories. Through direct interaction with customers and hands-on product troubleshooting, this role will identify recurring issues and provide valuable technical feedback to the QA and R&D teams to support product quality and continuous improvement.

• Perform diagnostic tests and repairs on the Magnetic-branded product lines' electric, electronic, and mechanical systems.
• Test and validate product performance.
• Initiate, monitor, and complete the RMA process for returns and repairs.
• Provide product support via phone and e-mail.
• Support customer installation and configuration of operators and accessories.
• Answer technical questions and service requests for the sales team.
• Assist management with the mentoring and training of new hires.

Qualifications include:

• Strong mechanical aptitude (Required)
• Excellent verbal and written communication skills (Required)
• Excellent analytical and problem-solving skills (Required)
• Ability to work independently with minimal supervision.
• Proficient with mechanics and power tools.
• Proficient in electrical, electronic, and mechanical troubleshooting.
• Proficient with electronic repair procedures and techniques, including operation of multi-meters/DVOM, power supplies, and soldering/de-soldering tools.
• Ability to interpret and condense information from documentation sources and successfully use that information to provide support without a pre-written script.
• Strong understanding and ability to interpret technical documentation, including product manuals, datasheets, technical drawings, wiring diagrams, and electrical schematics.