Industrial Technical Support Representative
Job Description
Industrial Equipment Troubleshooting Specialist\n
Electrical & Mechanical Support | Office-Based
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Advance Lifts Inc. — St. Charles, IL
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Office-Based Technical Support | Industrial Equipment
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Are you mechanically inclined, a strong problem solver, and good with people?
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Advance Lifts Inc., a leading American manufacturer of industrial lifting equipment, is looking for a Technical Support & Service Specialist to join our Parts & Service Department.
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This is primarily an office-based technical support position — not a traveling field service technician position.
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You will work directly with customers, distributors, contractors, and field technicians to troubleshoot equipment, answer technical questions, identify replacement parts, and coordinate solutions. You'll spend much of your day communicating by phone and email, researching equipment information, and helping people solve problems remotely.
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We can teach you our equipment. We're looking for someone who brings mechanical and electrical aptitude, a logical troubleshooting mindset, strong communication skills, and a genuine desire to help customers.
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What You'll Do
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- Troubleshoot industrial equipment with customers and technicians by phone and email.
- Ask the right questions to identify symptoms, isolate problems, and guide others through diagnostic steps.
- Provide technical support involving electrical, mechanical, and hydraulic systems.
- Work closely with distributors, contractors, technicians, and end users to answer questions about equipment installation, operation, maintenance, and repair.
- Research electrical schematics, mechanical drawings, bills of materials, and company records to identify components and replacement parts.
- Assist customers with spare and replacement part purchases.
- Coordinate warranty service and other service-related activities.
- Work with Engineering, Production, Sales, and other departments when additional technical resources are needed.
- Document customer conversations, troubleshooting steps, parts orders, and service activity accurately.
- Follow customer issues through resolution and provide professional, timely follow-up.
- Occasionally provide onsite technical support when necessary.
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What We're Looking For
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- Strong verbal and written communication skills. This is a customer-facing position with significant phone and email interaction.
- Mechanical aptitude and an interest in understanding how equipment works.
- A logical, step-by-step approach to troubleshooting.
- Basic electrical knowledge and the ability to read or learn to read electrical schematics.
- Ability and willingness to learn hydraulic systems.
- Comfortable using computers and learning company software systems.
- Working knowledge of Microsoft Office, including Word and Excel.
- Ability to read or learn to read mechanical and architectural drawings.
- Ability to stay organized while handling multiple customer and service issues.
- Professional, patient, and comfortable helping people with different levels of technical experience.
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Relevant Experience
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We welcome candidates from a variety of technical backgrounds.
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Experience in technical support, industrial equipment, manufacturing, HVAC, automotive repair, electrical/mechanical maintenance, controls, equipment service, parts and service, or a related technical field may be valuable.
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Hands-on repair experience is a plus, but this position is focused primarily on helping customers and technicians diagnose and resolve problems remotely rather than performing field repairs yourself.
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You May Be a Great Fit If...
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- You're the person coworkers call when they can't figure out why something isn't working.
- You enjoy troubleshooting and figuring out the why behind a problem.
- You can explain technical information clearly without overcomplicating it.
- You're comfortable talking with customers and technicians throughout the day.
- You enjoy helping others solve a problem as much as fixing it yourself.
- You want to expand your knowledge of electrical controls, PLCs, VFDs, smart relays, and hydraulic systems.
- You're looking to move from a primarily hands-on technical position into an office-based technical support career.
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What We Offer
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Advance Lifts Inc. has manufactured American-made lifting equipment since 1974 and offers a stable work environment in an established, growing industry.
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Joining our Parts & Service team provides opportunities to expand your technical knowledge through hands-on product training and continued exposure to:
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- Electrical troubleshooting
- Hydraulic systems
- PLCs
- VFDs
- Smart relays
- Industrial controls and equipment
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We offer competitive compensation and a comprehensive benefits package including:
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- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- Paid vacation
- Paid holidays
- Paid time off
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Job Type: Full-time
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- Location: St. Charles, Illinois
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