Join a growing technical support team providing advanced remote assistance for specialized OEM equipment. This permanent onsite role in Sussex, WI focuses on collaborative problem-solving, continuous learning, and close coordination with field technicians and engineering experts. You will work from a workstation using diagnostic tools, remote shadowing (including AnyDesk), and technical documentation to help customers resolve issues quickly and accurately.
Responsibilities
- Diagnose and resolve customer issues involving OEM equipment such as dynamometers, control systems, variable frequency drives (VFDs), programmable logic controllers (PLCs), and test cells.
- Troubleshoot pump systems, including hydraulic and cooling circuits, flow rates, pressure faults, cavitation, seal failures, and pump-motor coupling issues.
- Identify and resolve sensor-related faults for temperature, pressure, flow, speed, and torque sensors, including calibration drift, signal loss, and wiring faults.
- Use basic electrical troubleshooting skills such as continuity checks, voltage and current measurement, relay and contactor diagnosis, fuse and breaker fault identification, and motor circuit verification.
- Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to guide customers through clear, step-by-step solutions.
- Run remote diagnostic sessions using AnyDesk (or equivalent remote shadowing tools) to quickly assess and resolve field issues.
- Support parts identification requests with high accuracy to ensure the correct part is selected for the correct application on the first attempt.
- Serve as the primary technical resource during active customer engagements, prioritizing field calls over standard inbound queues to minimize on-site delays.
- Own each support case end-to-end, from first contact through confirmed resolution, maintaining continuity so the same engineer who opens the ticket closes it.
- Coordinate field technician dispatch or on-site engagement when needed, while maintaining full case ownership and keeping the customer informed.
- Track field-assist tickets separately to monitor response time, resolution time, and first-contact resolution rate for field-originated cases.
- Escalate Level 3 issues to engineering and subject matter expert teams, documenting findings to support future resolution efforts.
Requirements
- Strong customer service skills with the ability to support customers professionally during active field engagements.
- Proven troubleshooting ability across mechanical, electrical, and control systems.
- Experience providing product support for complex OEM equipment including dynos, control systems, VFDs, PLCs, and test cells.
- Mechanical aptitude with understanding of pump systems, hydraulic and cooling circuits, and rotating equipment.
- Ability to diagnose sensor issues, including calibration drift, signal loss, and wiring faults for temperature, pressure, flow, speed, and torque sensors.
- Competence in basic electrical troubleshooting, including continuity testing, voltage and current measurements, relay/contactors, and motor circuit verification.
- Ability to read and interpret schematics, wiring diagrams, P&IDs, and technical manuals.
- Proficiency with remote diagnostic and shadowing tools such as AnyDesk.
- Strong attention to detail and accuracy when identifying and selecting parts for specific applications.
- Ability to manage support cases independently while maintaining full ownership from initial contact through resolution.
- Organizational skills to track and monitor field-assist tickets and related performance metrics.
- Experience in technical support engineering, field service, or product support for industrial or OEM equipment.
- Experience working with hydraulic systems, cooling circuits, and pump-motor assemblies.
- Familiarity with test cell environments and associated control and measurement systems.
- Comfort collaborating with engineering and subject matter expert teams; ability to document troubleshooting steps and resolutions clearly.
- Interest in contributing to the growth and development of a technical support team during a major expansion initiative.
Pay, Benefits, and Location
Location: Sussex, WI (fully onsite, office-based role)
Compensation: USD 92,000 per year
Benefits: Health, dental, 401k, bonus potential, with long-term growth opportunity and advancement.
Work type: Permanent position based out of Sussex, WI.
Application timeline: This position is anticipated to close on Sep 4, 2026.
