The Technical Support Specialist plays a key role in delivering exceptional assistance to end users by ensuring timely resolution of service requests. This position is responsible for accurately documenting each step of the support process—from identifying and prioritizing issues to resolving them—while monitoring, tracking, and coordinating time spent on each request. As part of the Duravant Family of Companies, we proudly support global Diversity, Equity, and Inclusion initiatives and participate in Doing Good programs that strengthen our communities.
1. Compensation: We offer competitive compensation
2. Benefits: We have comprehensive benefit packages designed to support our employees' health, well-being, and financial security
3. Development: We have education and training programs which include an educational assistance program
4. Time Off: We offer paid holidays and paid time off
5. Driven Team Members: We have a cross-functional, collaborative environment, focused on delivering results
6. Core Values: Our core values are Teamwork, Respect, Integrity, Winning Spirit, and Sense of Urgency
7. Culture: We are driven by our number one asset - our employees, and their successes
8. Doing Good: We love to be active members of our community! We have several volunteer opportunities throughout the year.
KEY RESPONSIBILITIES & QUALIFICATIONS
9. Respond to technical support inquiries via phone and email, ensuring timely and courteous resolution.
10. Document service tickets accurately for tracking, analysis, and continuous improvement.
11. Assign, escalate, and follow up on issues per established policies and service level agreements.
12. Monitor and verify fixes; access resources such as updates, drivers, and knowledge bases to aid resolution.
13. Provide after-hours and occasional onsite support as scheduled.
14. Act as liaison between customers and internal teams (engineering, service, parts).
15. Communicate status updates to requestors throughout the resolution process.
16. Recommend training programs to improve end-user system literacy.
17. Create and publish technical bulletins for troubleshooting and setup assistance.
18. Adhere to safety and security procedures and report unsafe conditions.
19. Ability to work on and familiarity with multiple NPI systems and advanced PC knowledge
20. Familiarity with NPI Shared drive resources and how to access them
21. Ability to read, interpret schematics and machine drawings
22. Ability to conduct research into a wide range of issues as required
23. Ability to absorb and retain information quickly
24. Ability to present ideas in user-friendly language to non-technical staff and end users
25. Keen attention to detail
26. Proven analytical and problem-solving abilities
27. Ability to effectively prioritize and execute tasks in a high-pressure environment
28. Exceptional customer service orientation
29. Experience working in a team-oriented, collaborative environment
POSITION REQUIREMENTS:
30. EDUCATION: Technical or Associates Degree preferred
31. EXPERIENCE: 3+ years of in-field service experience or troubleshooting support for conveying equipment
32. Sound judgement
33. Effective interpersonal skills with ability to build relationships and interact with all levels of the organization
34. Strong analytical, problem solving, and decision-making skills
35. High degree of professionalism with strong communication. leadership skills and teamwork orientation
36. Computer skills: Limble, Sales Force, MS Office (Word, Excel, Outlook, PowerPoint) and ability to learn ERP Systems (Syspro); Excel skills should be at the expert level with a high level of experience with pivot tables, VLOOKUP, etc.
37. Must be able to travel periodically
PHYSICAL REQUIREMENTS:
While performing the duties of this job, the employee is regularly required to communicate. The employee is frequently required to stand, sit, and walk. Specific vision abilities required by this job include close vision and color vision.