Technical Support Specialist

Marlen, headquartered in Riverside, MO is recognized as a global designer and manufacturer of highly engineered and innovative food processing equipment and systems.  Our premium products have long set the standard for quality and performance in vacuum stuffing and pumping, portioning, size reduction, thermal processing, and food handling.  Marlen has been trusted by the world’s leading food brands for 70 years. Our world-class Solution Centers strategically located across the globe allow processors to lean on our highly experienced food processing technologists to develop and test unique solutions for your products.  

POSITION SUMMARY:

The Technical Support Specialist serves as a frontline technical resource for customers across the full product portfolio. This role provides responsive, knowledgeable support to diagnose equipment issues, identify root causes, and determine effective corrective actions.

Using technical expertise, product knowledge, equipment documentation, and strong problem-solving skills, the Technical Support Specialist guides customers through troubleshooting and resolution. Solutions may include equipment adjustments or settings, replacement parts, remote or telephone support, or coordinating on-site field service. The role works closely with Engineering, Field Service, Parts, and other internal teams to ensure customer issues are resolved accurately and in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide customers with timely and effective support for technical inquiries and equipment issues.
• Troubleshoot mechanical, electrical, controls, and equipment performance issues to identify root causes and recommend corrective actions.
• Coordinate the resolution of customer issues by engaging Engineering, Field Service, Parts, and other internal technical resources as needed.
• Support the Marlen Parts team with identification of replacement parts and appropriate alternative or substitute parts to meet customer needs.
• Create, manage, document, and close technical support cases within the case management/ticketing system.
• Coordinate field changes and corrective actions, including defining the scope of work and driving activities through completion.
• Maintain timely and accurate documentation of customer issues, troubleshooting activities, recommendations, and resolutions.
• Provide equipment reliability and field performance feedback to Engineering and collaborate on product and equipment improvements.
• Partner with Engineering to develop field solutions for obsolete, discontinued, or difficult-to-source components.
• Manage customer requests for equipment modifications, upgrades, and rebuilds, ensuring the scope and technical requirements are clearly defined and accurately quoted.
• Participate in technical training, technician meetings, and product development activities as required.
• Follow all company, customer, and applicable industry safety requirements and safe work practices.
• Other assigned duties

POSITION REQUIREMENTS: 

• Relevant education, technical training, or equivalent work experience that demonstrates the knowledge and skills required for the position.
• Prior experience supporting, troubleshooting, or servicing industrial or manufacturing equipment preferred.
• Minimum of four years of relevant technical experience, including three to five years of experience in a manufacturing or industrial equipment environment.
• Strong understanding of manufacturing, mechanical, electrical, and engineering processes.
• Ability to read and interpret mechanical and electrical drawings, schematics, and equipment documentation.
• Experience with automation machinery and food processing equipment preferred.
• Working knowledge of PLC-based control systems and industrial automation.
• Strong troubleshooting and diagnostic skills with the ability to systematically identify root causes.
• Experience using AI tools, such as Microsoft Copilot, in a technical or professional environment.
• Software development or programming experience is a plus.
• Technical writing and documentation experience.
• Provide after-hours and weekend technical support to customers as needed.
• Ability to travel up to 25%.

POSITION SPECIFIC COMPETENCIES:

• Customer Focus: Provides responsive, professional support.
• Sense of Urgency: Responds quickly and follows issues through resolution.
• Problem Solving: Identifies root causes and develops effective solutions.
• Technical Aptitude: Applies technical knowledge to troubleshoot equipment issues.
• Attention to Detail: Maintains accurate and complete information.
• Teamwork: Collaborates effectively with customers and internal teams.
• Self-Management: Organizes priorities and manages multiple issues effectively.
• Communication: Clearly communicates technical information verbally and in writing.

PHYSICAL DEMANDS

The employee is frequently required to sit for extended periods and use hands and fingers to operate computer equipment, handle paperwork, use a telephone, and work with product-related components. The employee is occasionally required to stand, walk, and reach. Required vision abilities include close vision and color vision. The employee must occasionally lift and/or move up to 50 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

WORK ENVIRONMENT:

Work is performed in office, manufacturing, customer, and field environments. Noise levels are generally moderate but may be high in production areas. The employee may work near moving mechanical parts, industrial vehicles, and operating equipment. Required personal protective equipment must be worn in designated areas. Travel by airplane and automobile is required on an occasional basis.

WHY YOU SHOUD APPLY:

As a Duravant family company, Marlen offers a collaborative, results-focused environment where employees can build rewarding careers and contribute to meaningful customer solutions. Our total rewards and employee experience include:

• Competitive compensation.
• Comprehensive benefits designed to support employees’ health, well-being, and financial security.
• Paid holidays and paid time off.
• Education, training, and development opportunities, including educational assistance.
• A cross-functional, team-oriented workplace focused on customer success and continuous improvement.
• Opportunities to support our communities through Doing Good volunteer initiatives.
• Core values that guide how we work: Do What’s Right; Champion Customer Success; Respond Fast, Deliver Faster; Work Together, Win Together; and Ignite What’s Next.

EQUAL EMPLOYMENT OPPORTUNITY

Marlen International ("Marlen") maintains a drug-free workplace and is an equal employment opportunity employer. Marlen evaluates qualified applicants without regard to race, color, national origin, religion, ancestry, sex (including pregnancy, childbirth, and related medical conditions), age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable law. Individuals who require a reasonable accommodation for any part of the employment process should contact the Marlen Human Resources Department. Marlen complies with applicable federal, state, and local nondiscrimination laws in each location where it operates. Employment is contingent upon the successful completion of applicable pre-employment requirements, which may include a background check, post-offer drug screen, and physical. Marlen participates in E-Verify.