Our Pittsburgh office, located in Cranberry Township, PA, is looking for a Technical Support Representative to join our Engraving Solutions business, which sells through our Brady and Gravotech brands.
This role is pivotal in driving technical excellence. You will provide advanced product support for automated laser engraving and pin marking systems while ensuring a high level of customer satisfaction.
This is not an IT help desk role – you will be supporting external customers through phone, email, and case management systems.
This is an on-site role at our location in Cranberry Township, PA.
Preferred Qualifications- Case Handling: Serve as the first level of support for customers experiencing highly technical problems via phone, email, and chat; accurately document interactions and escalate complex cases to the field service team.
- Technical Support: Provide high-quality technical customer support across our products and services.
- Remote Diagnostics & Testing: Utilize remote desktop tools and electrical test equipment (e.g. multimeters) to isolate hardware, software, and system issues efficiently.
- Case Resolution: Work diligently to resolve cases throughout their lifecycle with a goal of closing 90% of all received cases.
- Customer Relations: Maintain a superior level of professionalism with customers, distributors, and internal teams to build positive, long-term rapport.
- Quality Assurance: Ensure all support is delivered with accuracy and timeliness, staying updated on technological developments to meet both customer needs and core business goals.
- Field Service: Travel may be required for training purposes or as the business requires.
Skills Required
- Provide advanced product support for automated laser engraving and pin marking systems
- Work on-site at Cranberry Township, PA (Cranberry Township office)
- Support external customers via phone, email, chat, and case management systems; document interactions and escalate as needed
- Utilize remote desktop tools and electrical test equipment (e.g., multimeters) to isolate hardware, software, and system issues
- Aim to resolve and close approximately 90% of received cases throughout their lifecycle
- Maintain professionalism with customers, distributors, and internal teams to build long-term rapport
- Ensure support accuracy and timeliness; stay updated on technological developments
- Travel may be required for training or as business needs dictate
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.
