Technical Service Support Specialist - Power Generation
Pay Rate: $25.64/hr
Hours: The manager is flexible with location/hours with the working hours being mainly 8am-5pm EST.
Location: 100% remote, facility is in Columbus, IN
Position Summary
The Technical Service Support Specialist provides diagnostic and technical support for service-related issues, primarily focusing on less complex warranty and non-warranty repair events on our power generation systems. This role supports troubleshooting efforts, documents service activities, and escalates complex issues as needed.
Key Responsibilities
- Provide diagnostic support for less complex service and repair issues (warranty and non-warranty)
- Develop and communicate repair plans based on troubleshooting results
- Document diagnostic findings and repair actions clearly in service management systems
- Escalate complex technical issues to appropriate support teams
- Support continuous improvement efforts related to diagnostic and escalation processes
- Maintain current knowledge of existing and new products
- Promote service capabilities and programs to support business growth
- Collaborate with help desk teams to manage and resolve support tickets
- Investigate product issues across multiple systems as part of daily responsibilities
Core Competencies
Diagnostics & Troubleshooting
- Translate customer issues into structured troubleshooting plans
- Utilize guided workflows, procedures, and diagnostic tools to isolate issues
- Validate repairs by confirming resolution of the original complaint
- Document all troubleshooting steps for tracking and resolution purposes
Technical Escalation
- Gather and analyze technical issue data using available tools
- Escalate issues appropriately while balancing response time and investigation depth
- Ensure thorough documentation for seamless handoff and resolution
Service Documentation
- Accurately capture customer, equipment, and service data
- Maintain complete and compliant records within service systems
Electronic Tools & Systems
- Utilize appropriate hardware and software tools for diagnostics and repair
- Interpret system outputs to determine next steps
Service Operations Awareness
- Understand service capability, capacity, and coverage expectations
- Analyze service metrics to identify improvement opportunities
Additional Skills
- Strong collaboration and teamwork skills
- Effective written and verbal communication
- Ability to manage multiple priorities and complex information
- Customer-focused mindset with a commitment to service excellence
- Adaptability and willingness to learn new systems and technologies
- Resourceful and solution-oriented approach
Qualifications
- College degree, technical trade school certification, or equivalent experience required
Experience
- Intermediate level experience with power generation required
- Minimum of 5 years of experience in Customer Support or Account Management within an application/software-related environment
Day-to-Day Activities
- Manage and respond to help desk tickets
- Investigate and troubleshoot product-related issues across systems
- Coordinate with internal teams to resolve service requests
EOE (including Disability/Veterans)
How to Apply for This Job:
To apply for this position, please follow these steps: Apply for this job with your current resume. We’ll get back to you the same day with some feedback on your application. Next you’ll be invited to an online screening conversation so we can go over the job requirements together and you can ask questions. After this stage we’ll give you more feedback on your application and select the candidates to move forward in the process. Typically steps 1 to 4 takes less than 24 hours.