The Role
Provide phone, email, and chat technical support for motion control and automation products. Troubleshoot systems, assist with application analysis and product selection, maintain product data in P21, document interactions in Zendesk, develop technical documentation, and collaborate with Engineering, Product Management, Sales, and Customer Experience to resolve escalations and support product validation and training.
Summary Generated by Built In
Technical Support Specialist
Triad Technologies
Vandalia, OH
Triad Technologies
Vandalia, OH
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The Technical Support Specialist – Motion Control provides technical support for Triad’s motion control product lines, serving as a key resource for troubleshooting, product application guidance, and technical issue resolution. This role supports customers and internal teams by diagnosing product issues, assisting with system integrations, and providing solutions focused on motion control, sensors, robotics, and other automation technologies. This position works closely with Engineering, Customer Experience, Product Management, and Sales teams to enhance product knowledge and deliver exceptional customer support. This is a full-time position, M–F, 8:00 am – 5:00 pm.
- Provide technical support via phone, email, live chat, or other communication channels for a wide range of automation products, including sensors, actuators, motion control systems, robotics, and PLCs.
- Assist customers and internal teams with application analysis and product selection for automation systems, recommending creative, cost-effective solutions that factor in product availability, lead times, and performance requirements.
- Guide customers through troubleshooting procedures, product setup, and system diagnostics for automation equipment, ensuring a smooth and efficient resolution process.
- Act as a customer advocate by delivering responsive, solutions-focused support and ensuring technical guidance aligns with customer needs, expectations, and long-term success.
- Troubleshoot and resolve escalated technical issues from customer field sales, inside sales, and customer experience teams with a sense of urgency and ownership.
- Recommend suitable products based on customer specifications and application requirements, while proactively offering alternatives based on availability and delivery timelines.
- Support and maintain product data in the P21 system, including item setup, maintenance, and documentation updates specific to automation product lines.
- Prioritize daily support tasks to ensure timely and professional responses that meet or exceed customer and departmental expectations.
- Develop and maintain technical documentation, including FAQs, application notes, and troubleshooting guides to support both internal stakeholders and external customers.
- Participate in product validation and testing efforts, collaborating with Engineering and Product Management to identify enhancements and implement customer-centric solutions.
- Conduct or assist with product and application training sessions for internal team members and external customers, strengthening product knowledge across the organization.
- Attend supplier product and technical training sessions to maintain up-to-date expertise on automation product offerings and best practices.
- Track and document all customer interactions in Zendesk with clear, detailed notes to ensure visibility and consistency across support teams.
- Collaborate cross-functionally with Engineering, Product Management, Pricing, Operations, and Sales to improve internal workflows and enhance the overall customer experience.
- Other duties as assigned.
Qualifications
- 3+ years of technical support, field service, or application support experience in automation or industrial controls preferred.
- High School diploma or equivalent required; technical trade certification or equivalent work experience preferred.
- Strong working knowledge of automation products such as PLCs, HMIs, sensors, robotics, actuators, and motion control systems.
- Strong troubleshooting abilities with an understanding of control systems, wiring diagrams, and programming basics.
- Excellent verbal and written communication skills, with the ability to convey technical information clearly and professionally to both technical and non-technical audiences.
- Ability to manage multiple priorities in a fast-paced environment while maintaining strong follow-up and attention to detail.
- Highly organized, with the ability to document support cases thoroughly and maintain accurate technical records.
- Experience with ERP and business communication systems; familiarity with P21 and Zendesk is preferred.
- Proficient in Microsoft Office Suite, including Outlook, Teams, Word, and Excel.
Skills Required
- 3+ years technical support, field service, or application support experience in automation or industrial controls
- High School diploma or equivalent
- Technical trade certification or equivalent work experience
- Working knowledge of PLCs, HMIs, sensors, robotics, actuators, and motion control systems
- Strong troubleshooting abilities; understanding of control systems, wiring diagrams, and programming basics
- Excellent verbal and written communication skills
- Ability to manage multiple priorities, strong follow-up, and attention to detail
- Highly organized; ability to document support cases and maintain accurate technical records
- Experience with ERP and business communication systems
- Familiarity with P21
- Experience using Zendesk
- Proficient in Microsoft Office Suite (Outlook, Teams, Word, Excel)
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The Company
What We Do
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