Nexus Technical Support Specialist

Nexus Technical Support Specialist

Dallas RSC - Irving, TX 75038

Description

Nexus Technical Support Specialist

Full Time, Regular

Vantage Elevation

If you are a technically minded problem-solver who enjoys helping customers and turning complex issues into practical solutions, then keep reading! We are searching for a customer-focused Nexus Technical Support Specialist to join our Vantage team.

About Us

Vantage Elevation, LLC is North America’s leading independent manufacturer of elevator components and systems. Vantage is comprised of business units including GAL Manufacturing; GAL Canada; BSIS; Hollister-Whitney; Elevator Controls; Courion; Bore-Max; Thames Valley Controls; and Vertical Dimensions. Through its brands, Vantage supplies almost all electro-mechanical devices used in contemporary elevators. The Vantage group employs over 900 staff in multiple locations across the United States, Canada, and the United Kingdom.

About the Role

The Nexus Technical Support Specialist serves as the primary technical resource for customers, distributors, field technicians, and internal teams by providing troubleshooting, application guidance, and technical solutions for the Nexus Elevator Control System. This position diagnoses control, electrical, and related electromechanical issues; interprets technical documentation; supports installations and repairs; and collaborates with Engineering, Quality, Manufacturing, and Sales to resolve customer concerns.

Support is handled primarily by phone from the Dallas office, with travel when an issue requires on-site assistance. The successful candidate will develop into the subject-matter expert for the Nexus Elevator Control System. Strong electromechanical aptitude, disciplined problem-solving, and clear customer communication are the strongest indicators of success. Candidates with transferable experience in aviation, HVAC, farm equipment, industrial equipment, or similar technical fields are encouraged to apply.

Requirements

We are searching for a candidate with:

Associate’s degree in Engineering Technology, Industrial Technology, Electronics, Mechanical Technology, Aviation Maintenance, HVAC, or a related field preferred; an equivalent combination of education, technical training, and hands-on electromechanical experience will be considered

Three to five years of experience in technical support, field service, equipment maintenance, manufacturing, engineering support, or industrial equipment

Demonstrated experience troubleshooting electrical, mechanical, or electromechanical equipment

Strong ability to read and interpret engineering drawings, wiring diagrams, schematics, parts manuals, and technical documentation

Excellent analytical, diagnostic, and root-cause problem-solving abilities

Strong phone-based customer service, active-listening, and communication skills

Ability to ask effective diagnostic questions and explain technical concepts to both technical and non-technical audiences

Working knowledge of control circuits and their interaction with motors, relays, contactors, transformers, sensors, switches, brakes, and doors

Ability to prioritize multiple issues, maintain responsiveness, and determine when escalation or field travel is required

Strong organizational and documentation skills, with the ability to work independently and collaborate across multiple departments

Proficiency with Microsoft Office applications

Experience using ERP, CRM, or case-management systems preferred

Customer-facing technical support experience strongly preferred; relevant experience may come from aviation, HVAC, farm equipment, elevator service, industrial controls, or similar technical fields

Experience supporting elevator controls, engineered products, product testing, technical documentation, field troubleshooting, or technical training preferred

Familiarity with quality systems and continuous-improvement methodologies preferred

Ability to travel as needed

Duties and Responsibilities

A typical day may include:

Provide technical support primarily by phone, email, and other communication channels to customers, field technicians, distributors, and internal employees

Develop and maintain subject-matter expertise in the Nexus Elevator Control System, including its components, operation, applications, diagnostic procedures, and product revisions

Troubleshoot electrical, control, communication, product-performance, and related electromechanical issues using technical documentation, engineering drawings, and product specifications

Diagnose root causes of customer issues and recommend corrective actions or repair solutions

Assist customers with Nexus installation, startup, operation, adjustment, maintenance, and troubleshooting

Interpret engineering drawings, wiring diagrams, parts manuals, service information, and technical specifications

Ask effective diagnostic questions and guide field personnel through logical, step-by-step troubleshooting procedures

Determine whether an issue originates within the Nexus system or from related elevator equipment, field wiring, installation conditions, or application requirements

Document customer inquiries, troubleshooting activities, field conditions, and resolutions within the company’s support system

Coordinate with Engineering, Quality, Manufacturing, and Sales to resolve complex or recurring technical issues

Support warranty evaluations and determine appropriate corrective actions

Recommend replacement parts, product upgrades, and service solutions

Assist with the development of technical bulletins, troubleshooting guides, FAQs, service procedures, and customer documentation

Identify recurring product issues, provide feedback to Engineering and Quality for continuous improvement, and support product testing, validation, and technical training as needed

Travel to customer sites or company locations when field conditions or issue complexity require on-site troubleshooting, product support, or training

Perform other duties as assigned

Operations and Production Support

When technical support workload permits, this position may also:

Assist Operations and Manufacturing with production activities related to Nexus elevator controls and associated products

Support assembly, wiring, testing, inspection, troubleshooting, rework, and production documentation within the employee’s training and assigned responsibilities

Help identify and communicate production issues that may affect product quality, reliability, serviceability, or customer support

Provide additional production support during periods of increased workload, staffing needs, product launches, or other operational priorities

Maintain technical support and customer-response responsibilities as the primary priority when balancing production-assistance requests

Work Environment & Hazards

Primarily office-based in Dallas, Texas, with extended phone and computer work and regular interaction with Engineering, Manufacturing, Quality, and Customer Service

Occasional exposure to manufacturing, testing, installation, and field-service environments requiring appropriate personal protective equipment and adherence to applicable safety standards

Travel as needed when issues cannot be resolved remotely or when on-site troubleshooting, product support, or training is required

Special Physical Demands

Limited physical effort, with the ability to perform extended phone and computer work

Ability to move safely through manufacturing, testing, installation, and field-service environments

Ability to use required personal protective equipment when entering applicable work areas

Internal & External Relationships

Significant collaboration with Engineering, Quality, Manufacturing, Operations, Sales, and Customer Service

Significant interaction with customers, distributors, field technicians, and other technical partners

Benefits of Working With Us

Salary for Texas Applicants: $80,000-$95,000 (Actual compensation will be determined based on experience, location, and in keeping with local legislation).

Medical/Dental/Vision/Life Insurance

HSA

Employee Assistance Program (EAP)

Plum Benefits

… and more!

Position Details

Full Time, Regular

Day shift

Based in Dallas, Texas (In-Person)

Vantage Elevation, LLC is an equal opportunity employer. Employment decisions are made without regard to any characteristic protected by applicable federal, state, or local law.

Like What You Read?

If you are excited by the prospect of working at the forefront of engineering technology with a world-class employer that values your ambition, problem-solving abilities, and employee-oriented mindset, then we invite you to apply.

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