Position Summary
Technical Support Specialist (Tier 1 Service Support) role
that serves as the first point of contact for customer service tickets,
qualifications should be balanced between technical aptitude, customer service
skills, and troubleshooting methodology.
Key Responsibilities
- Serve
as the first point of contact for customer technical support requests.
- Triage
incoming service tickets and gather required information to identify
issues.
- Perform
initial troubleshooting and resolve common equipment and software issues
remotely.
- Escalate
complex issues to Field Service Engineers, Technical Support Engineers, or
Engineering teams when necessary.
- Document
troubleshooting steps, findings, and resolutions within the service
management system.
- Prioritize
service requests based on urgency, customer impact, and service level
agreements (SLAs).
- Coordinate
service dispatches when on-site support is required.
- Maintain accurate records of customer
interactions and equipment history.
Requirements
- Associate's
degree in Engineering Technology, Industrial Technology, Information
Technology, Electronics, or related field preferred.
- 2+
years of experience in technical support, customer service, field service
coordination, help desk, or industrial equipment support.
- Experience
working with ticket management systems such as Zendesk, Salesforce Service
Cloud, or similar CRM/service management platforms.
- Experience
supporting customers in manufacturing, industrial automation, machinery,
or technical environment preferred.
Technical Skills
- Ability
to diagnose and troubleshoot equipment issues using customer descriptions,
logs, alarms, photos, and remote diagnostics.
- Basic
understanding of:
- Industrial
automation systems
- PLC-controlled
equipment
- Electrical
and mechanical systems
- Sensors,
motors, and pneumatic systems
- Industrial
networking fundamentals
- Ability
to read and interpret:
- Electrical
schematics
- Wiring
diagrams
- Mechanical
drawings
- Equipment
manuals
- Proficiency
with Microsoft Office applications and remote support tools.
Preferred Skills
- Experience
supporting industrial equipment, automation systems, robotics, or
manufacturing processes.
- Familiarity
with root cause analysis methodologies.
- Knowledge
of preventive maintenance practices.
- Experience
reviewing machine alarms and diagnostic data.
- Understanding
of customer service KPIs and ticket management metrics.
Desired Competencies
- Strong
problem-solving and analytical skills.
- Excellent
verbal and written communication.
- Ability
to remain calm under pressure and manage multiple priorities.
- Strong
customer service orientation.
- Detail-oriented
with excellent documentation habits.
- Team-oriented with the ability to collaborate
across service, engineering, operations, and sales departments.
Benefits
At Catalyx we understand that our people are our greatest asset. For this reason and many others, we take care of them. The team in Catalyx benefits from a Total Rewards package. This includes great personal benefits and professional growth opportunities.
Catalyx is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive workplace where all individuals are valued, respected, and supported. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We encourage applications from all qualified candidates, regardless of background, and strive to create a welcoming environment for everyone.
At Catalyx, we are committed to attracting the best global talent. We proudly support our international employees by offering assistance with Critical Skills Visa applications for eligible candidates.
Skills Required
- Associate's degree in Engineering Technology, Industrial Technology, Information Technology, Electronics, or related field
- 2+ years of experience in technical support, customer service, field service coordination, help desk, or industrial equipment support
- Experience with ticket management systems (e.g., Zendesk, Salesforce Service Cloud) or similar CRM/service management platforms
- Ability to diagnose and troubleshoot equipment issues using customer descriptions, logs, alarms, photos, and remote diagnostics
- Basic understanding of industrial automation systems and PLC-controlled equipment
- Knowledge of electrical and mechanical systems, sensors, motors, pneumatic systems, and industrial networking fundamentals
- Ability to read and interpret electrical schematics, wiring diagrams, mechanical drawings, and equipment manuals
- Proficiency with Microsoft Office applications and remote support tools
- Experience supporting customers in manufacturing, industrial automation, machinery, or technical environments
- Familiarity with root cause analysis methodologies, preventive maintenance, and reviewing machine alarms/diagnostic data
- Strong verbal and written communication, customer service orientation, and documentation habits
What We Do
Xyntek, Inc. is a firm providing IT and automation systems engineering consulting, design, development, and implementation services, focusing on real-time solutions for the Life Sciences industry, including pharmaceutical and medical device companies.
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