Technical Support Engineer
ROLE OVERVIEW: Technical Support Engineer
The Technical Support Engineer is a field-based technical role supporting customers, installations, and internal teams within a global manufacturer serving the vertical transportation industry. Based in Twinsburg, Ohio, this position ensures product performance through hands-on troubleshooting, commissioning support, warranty evaluation, and structured field feedback. Operating at the intersection of Engineering, Quality, and Customer Support, this individual must be mechanically and electrically fluent, customer-facing, and disciplined in documentation. Success is measured by effective issue resolution, clear reporting, and meaningful contribution to product and process improvement. The ideal candidate is a hands-on technical problem-solver with experience supporting mechanical or electromechanical products in the field, comfortable traveling extensively and serving as a credible technical resource on job sites.
RESPONSIBILITIES: Technical Support Engineer
- Serve as the primary field technical resource for customers, providing on-site troubleshooting and resolution of mechanical and electromechanical installation or performance issues.
- Support commissioning of electronic components and ensure proper system functionality during startup and field implementation.
- Prepare structured service, inspection, and intervention reports, clearly documenting findings, root cause analysis, and corrective actions.
- Partner with Engineering and Quality to communicate field feedback, identify recurring issues, and contribute to continuous product improvement initiatives.
- Evaluate returned components, support warranty investigations, and conduct technical inspections to verify compliance with engineering drawings and specifications.
- Develop and deliver technical training for customers and internal teams, strengthening product knowledge and field execution standards.
- Support new product introductions by assisting with field validation, troubleshooting, and technical issue resolution.
REQUIREMENTS: Technical Support Engineer
- Associate’s degree or higher in Engineering or a related technical discipline.
- 3+ years of hands-on technical support experience within mechanical or electromechanical product environments.
- Demonstrated ability to troubleshoot field installation issues, interpret engineering drawings, and diagnose root
- cause independently.
- Strong written and verbal communication skills with the ability to produce clear technical documentation and customer-facing reports.
- Experience operating in customer-facing or field-based roles requiring professional presence and accountability.
- Willingness and ability to travel up to 50% across the U.S. and Canada; availability for occasional international travel for training purposes.
- Elevator or vertical transportation industry experience preferred; Spanish language proficiency a plus.
