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.

• 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.

• 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.