Technical Customer Service

Located in Vancouver, WA

Salary: $25.00

Technical Support Specialist

We are seeking a hands-on Technical Support Specialist for our client who specializes in industrial machinery and equipment. This is a true technical troubleshooting role-you'll be directly diagnosing and resolving customer issues, not routing them to another team. You'll be the critical link between our customers and our products, helping them maximize the performance and reliability of their equipment through expert troubleshooting, setup assistance, and ongoing support.

What You'll Do

As a Technical Support Specialist, you'll be responsible for delivering comprehensive technical and customer support across multiple channels:

Hands-On Technical Troubleshooting

• Directly troubleshoot and resolve complex issues involving product operation, electrical systems, mechanical systems, and software-this is not a referral role
• Provide technical service and excellent customer support via phone, email, and web chat to dealers and end customers
• Respond to technical support requests including product how-to questions, user interface training, system configuration assistance, and technical issue resolution
• Own customer issues from start to finish, applying your technical knowledge to diagnose problems and implement solutions
• Maintain composure and professionalism when assisting customers in high-pressure situations

Technical Communication & Documentation

• Translate specialized technical specifications, drawings, manuals, and reference materials into clear, understandable information for clients
• Coordinate spare parts specifications and shipping instructions with dealers and customers
• Maintain accurate records using our CRM system
• Bring clarity to incomplete or ambiguous information through effective questioning and problem-solving

Collaboration & Continuous Improvement

• Work closely with Engineering and Production teams to deliver exceptional customer service and clarify specifications as needed
• Assist in conducting product training seminars for dealers and service technicians
• Participate in continuous improvement initiatives and identify process enhancements for customer service and technical support operations
• Handle confidential and proprietary client information with discretion

What We're Looking For

Required Qualifications

• High school diploma or GED
• Proven hands-on technical troubleshooting experience-you must be able to diagnose and resolve technical issues independently
• Strong technical aptitude with ability to interpret technical reference materials, wiring diagrams, and mechanical drawings
• Excellent phone presence demonstrating understanding, patience, and tact
• Outstanding written communication skills with proper punctuation, grammar, and professional tone
• Proficiency in MS Outlook, MS Word, and MS Excel
• Customer service orientation focused on identifying needs and providing timely resolutions

Preferred Qualifications

• 2+ years of experience in customer service or technical support, specifically for industrial machinery or capital equipment
• Experience with electrical and mechanical systems troubleshooting
• Intermediate to advanced CRM software experience

What Makes You Stand Out

The ideal candidate combines genuine technical troubleshooting expertise with exceptional communication skills. You're the person who digs into technical problems, reads schematics and manuals, and works through issues methodically until they're resolved. You're naturally curious, enjoy solving complex problems independently, and find satisfaction in helping customers succeed. You can translate technical jargon into plain language and remain calm under pressure while managing multiple support requests. Most importantly, you have real technical experience-you don't just take calls and pass them along; you actually solve the problems yourself.

Why Join Us?

While working for Express, our associates can also become eligible for a variety of benefits:

• Referral bonuses
• Medical plan
• Dental plan
• Vision/eyewear plan
• Prescription drug reimbursement
• Short-term disability
• Direct deposit
• Sick Pay
• 401(k) retirement savings plan
• Life insurance

Apply by sending your resume to jobs.vancouverwa@expresspros.com

#1935OS

Express Office: Vancouver

2612 Northeast 114th Avenue

Suite 2

Vancouver, WA 98684