Technical Support Specialist
Position Summary
The primary responsibility of the Technical Support Specialist is to provide exceptional technical support to customers via phone and email, with a strong focus on timely issue resolution and overall customer satisfaction. This position serves as a key technical resource for customers, field technicians, end-users, and distribution partners by troubleshooting product issues, answering technical questions, and guiding customers through installation, configuration, diagnostics, and resolution of product-related concerns.
The Technical Support Specialist will also perform in-house diagnostic and repair services on Magnetic-branded operators, components, and accessories. Through direct interaction with customers and hands-on product troubleshooting, this role will identify recurring issues and provide valuable technical feedback to the QA and R&D teams to support product quality and continuous improvement
- Perform diagnostic tests and repairs on the Magnetic-branded product lines' electric, electronic, and mechanical systems.
- Test and validate product performance.
- Initiate, monitor, and complete the RMA process for returns and repairs.
- Provide product support via phone and e-mail.
- Support customer installation and configuration of operators and accessories.
- Answer technical questions and service requests for the sales team.
- Assist management with the mentoring and training of new hires
Qualifications include:
- Strong mechanical aptitude (Required)
- Excellent verbal and written communication skills (Required)
- Excellent analytical and problem-solving skills (Required)
- Ability to work independently with minimal supervision.
- Proficient with mechanics and power tools.
- Proficient in electrical, electronic, and mechanical troubleshooting.
- Proficient with electronic repair procedures and techniques, including operation of multi-meters/DVOM, power supplies, and soldering/de-soldering tools.
- Ability to interpret and condense information from documentation sources and successfully use that information to provide support without a pre-written script.
- Strong understanding and ability to interpret technical documentation, including product manuals, datasheets, technical drawings, wiring diagrams, and electrical schematics.
Skills Required
- Strong mechanical aptitude
- Excellent verbal and written communication skills
- Excellent analytical and problem-solving skills
- Ability to work independently with minimal supervision
- Proficiency with mechanics and power tools
- Proficiency in electrical, electronic, and mechanical troubleshooting
- Proficiency with electronic repair procedures, including multimeters/DVOM, power supplies, and soldering and de-soldering tools
- Ability to interpret technical documentation and provide support without a pre-written script
- Ability to interpret product manuals, datasheets, technical drawings, wiring diagrams, and electrical schematics
What We Do
FAAC Technologies is a global leader in access automation, parking, and access control solutions for residential and industrial sectors. Headquartered in Bologna, Italy, the group operates internationally with numerous production sites and commercial premises. They focus on providing state-of-the-art, sustainable, and high-performance solutions for mobility and access needs, driven by innovation, quality, and a customer-centric approach to ensure safety and ease of use for users worldwide.
