Our office in Cranberry Township, PA is seeking a Technical Support Representative - Traceability to join our Engraving Solutions business supporting industrial laser systems.
This is not an IT help desk role; you will be providing hands-on and over-the-phone technical support directly to external customers. In this high-impact position, you will serve as a primary technical point of contact, resolving customer issues remotely via phone and digital ticketing, or identifying when to dispatch field service for an on-site visit. When inbound case volume permits, you will also perform hands-on testing, diagnostics, and repairs on equipment sent into our facility.
Preferred Qualifications- Phone & Case Management: Serve as the primary technical contact for external customers. Work inbound technical support cases and proactively call customers back to troubleshoot, diagnose, and resolve hardware and software issues over the phone.
- Escalation & Field Routing: Leverage technical resources, schematics, and remote diagnostic tools to solve issues remotely. When remote resolution isn't possible, properly scope and transition the customer to an on-site service visit by a field service.
- In-House Bench Repair: During periods of low case volume, conduct hands-on testing, diagnostics, and repairs on customer equipment shipped to our facility. Document findings, repair actions, and status updates directly within the system.
- Remote Diagnostics: Utilize remote desktop software, multimeters, and electrical testing equipment to systematically isolate hardware and system faults.
- Customer Relations: Maintain a high standard of professionalism, clear communication, and follow-through with customers, distributors, and internal technical teams.
- Field Support: Support field service with onsite customer visits, as needed basis.
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Skills Required
- Provide technical support to external customers by phone and through case-management systems
- Troubleshoot and diagnose hardware and software issues remotely
- Use remote diagnostic tools, technical schematics, multimeters, and electrical testing equipment
- Route unresolved issues to field service and properly scope onsite visits
- Perform hands-on testing, diagnostics, and repairs on customer equipment
- Document findings, repairs, and customer status updates in the support system
- Communicate professionally with customers, distributors, field service, and internal technical teams
Brady Corporation Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brady Corporation and has not been reviewed or approved by Brady Corporation.
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Healthcare Strength — U.S. employees receive comprehensive medical, dental, and vision coverage starting on Day One, alongside wellness resources and an Employee Assistance Program. Materials also indicate access to mental and behavioral health support.
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Retirement Support — A matched 401(k) plan is provided in the U.S., with formal plan structures and vesting confirmed in company materials and filings. This indicates consistent, programmatic retirement support rather than ad hoc contributions.
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Parental & Family Support — Paid parental leave is offered, together with family‑building benefits such as fertility coverage and adoption and surrogacy assistance. Scholarship programs and matching gifts further extend family and community support.
Brady Corporation Insights
What We Do
Brady Corporation is an international manufacturer and marketer of complete solutions that identify and protect people, products and places. Brady’s products help customers increase safety, security, productivity and performance and include high-performance labels, signs, safety devices, printing systems and software. Founded in 1914, the Company has a diverse customer base in electronics, telecommunications, manufacturing, electrical, construction, medical, aerospace and a variety of other industries. Brady is headquartered in Milwaukee, Wisconsin and as of July 31, 2021, employed approximately 5,700 people in its worldwide businesses. Brady’s fiscal 2021 sales were approximately $1.14 billion. Brady stock trades on the New York Stock Exchange under the symbol BRC. More information is available on the Internet at www.bradycorp.com.
