Technical Support Specialist

The HRC Technical Support Specialist (Call Center) serves as the primary point of contact for customers experiencing equipment issues, providing remote troubleshooting and support via phone and email. The specialist diagnoses problems, resolves issues when possible, and identifies cases that require escalation to Level Two Service for deeper dive investigation. This role coordinates field service technician visits when necessary and manages service orders, parts logistics, quotations, and Baan records to support efficient service delivery. Working cross-functionally with internal teams, the specialist helps ensure timely issue resolution, supports field technicians, and identifies opportunities for additional services that enhance customer satisfaction and service performance.

Key Responsibilities / Areas Of Accountability:

• Act as the first point of contact for inbound customer calls and emails regarding equipment issues and service needs
• Troubleshoot and resolve customer problems remotely via phone and email, escalating when necessary
• Coordinate and schedule field service technician visits when issues cannot be resolved remotely
• Enter and process service-related sales orders accurately within internal systems
• Identify and communicate opportunities for additional services, upgrades, or replacement parts to support increased service revenue
• Follow up with customers post-service to ensure resolution and satisfaction, and to uncover potential future service needs
• Collaborate cross-functionally with engineering, product support, quality, and sales teams to resolve issues and coordinate service solutions
• Order required parts and manage logistics to support timely service delivery
• Ensure field service technicians receive the necessary parts, support, and documentation
• Maintain accurate customer service records and data within Baan and internal systems
• Contribute to continuous improvement initiatives and help monitor and achieve service department metrics

Qualifications:

• Post-secondary education preferred but not required
• Minimum 3 years of customer service experience, ideally in a technical or industrial environment
• Minimum 3 years of experience in a service, call center, or technical support role
• Strong ability to identify service opportunities that align with customer needs and promote additional revenue
• Excellent time management and organizational skills with the ability to prioritize and multitask
• Strong verbal and written communication skills with a customer-first mindset
• Proven ability to collaborate across departments and work effectively in a team setting
• Basic understanding of injection molding and hot runner systems (preferred)
• Proficiency in Microsoft Office Suite