Armstrong Fluid Technology · 4 months ago
Technical Support Specialist (electrical exp required)
United States
Full-time
Remote
Mid Level
$64K/yr - $64K/yr
3+ years expArmstrong Fluid Technology is a leader in fluid-flow technology with a commitment to sustainability. The Technical Support Specialist will provide expert technical support, troubleshoot mechanical and electrical issues, and collaborate with customers and internal teams to enhance product performance and customer satisfaction.
ManufacturingMarketingWeb Design
Responsibilities
Answer queue calls from technicians and customers on site to troubleshoot mechanical, electrical, and Building Automation System (BAS) issues remotely
Assist customers with problematic equipment and recommend appropriate solutions
Determine whether reported issues are product-related or site-related, and take appropriate action for product-related concerns
Work closely with QA and Engineering teams to identify and resolve underlying product issues and prevent recurring failures
During troubleshooting calls, provide guidance and recommendations to optimize product usage, improving performance and energy efficiency
Load programs to PLCs and HMIs on control panels, as well as configure and program VFDs as needed
Conduct troubleshooting related to mechanical issues with pumps, electrical issues with VFDs, control panels, and communication problems with building automation systems
If an issue cannot be resolved remotely, coordinate and schedule a field service technician or authorized service partner (ASP) for an on-site inspection and diagnosis, ensuring they have a detailed scope of work
Travel to local project sites (~10% of the time) for hands-on troubleshooting, start-up assistance, and commissioning of Armstrong supplied equipment
Review field service reports from technicians and ASPs, update customers on findings, and communicate any necessary recommendations or required actions
Provide customers with quotes for additional work or replacement parts based on field service reports and recommendations
Respond to customer-submitted tickets for warranty claims and service requests, determining the nature of the issue and whether it qualifies as a warranty concern
Take ownership of assigned tickets, ensuring timely resolution and proactive communication with customers
Follow up with logistics teams on service-related tickets, ensuring prompt handling and shipment of required parts
Recommend appropriate replacement part numbers to customers based on troubleshooting findings and service history
Maintain and improve KPI targets, including average response time and ticket closure time
Multitask efficiently by logging cases in the system while actively troubleshooting with customers
Work with service coordinators and the National Service Manager to ensure effective scheduling and dispatch of field technicians and ASPs
Collaborate with internal teams and vendors to enhance products and service processes, implementing improvements to reduce cycle times and enhance customer experience
Provide feedback on new products received from customers, working with product owners to drive enhancements from a service perspective
Participate in value stream meetings to provide feedback from a service perspective for product development and improvements
Qualification
Required
Diploma or degree in Electrical Engineering, Building Controls/Automation, HVAC, or a related field, with at least three (3) years of relevant experience
Alternatively, five (5) years of experience in the HVAC/Controls industry may be considered
At least two (2) years of experience working in technical support, customer service, or a related role in an industrial environment
Strong knowledge of centrifugal pumps, heat exchangers, and building automation controls
Familiarity with building automation communication protocols such as BACnet and Modbus
Hands-on experience with troubleshooting VFDs, PLCs, HMIs, and control panels
Strong technical aptitude with the ability to work independently and collaboratively in a fast-paced, evolving environment
Creative problem-solving skills and ability to conduct root cause analysis
Ability to break down complex problems into simplified solutions and provide clear, well-thought-out recommendations
Strong team-oriented leadership skills with a proactive, action-driven approach
Customer-first mentality with a commitment to taking ownership of support tickets and ensuring customer satisfaction
Excellent communication skills with the ability to engage in open and authentic discussions in all situations
Ability to multitask effectively, balancing phone support, case documentation, and coordination with internal teams simultaneously
Preferred
Experience with engineering, manufacturing, and distribution operations is an asset
Public speaking and training experience is a plus
Experience with Tridium Niagara and wireless networking is a definite asset
Company
Armstrong Fluid Technology
Armstrong Fluid Technology is a designing, manufacturing, and marketing of fluid flow.
1001-5000 employees
Funding
Current Stage
Late StageRecent News
2025-09-10
Company data provided by crunchbase