Tech Support Technician

Jpw Industries - La Vergne, TN

Full-time - Mid Level

La Vergne, TN

Construction of Buildings

About the position

The Tech Support Technician at JPW Industries is responsible for providing technical assistance primarily via phone to both internal and external customers regarding electrical, mechanical, and functional issues related to all JPW product lines. This role involves troubleshooting, guiding stakeholders through product setup, and ensuring timely resolutions to inquiries. The position offers ongoing training and is ideal for individuals who are reliable, hardworking, and enjoy delivering excellent customer service in a dynamic team environment.

Responsibilities

• Provide technical assistance on warranty and non-warranty products through troubleshooting and machine evaluation.
• Respond timely to technical inquiries, complaints, or questions from JPW stakeholders regarding product applications and specifications.
• Coordinate field service and assign authorization numbers to field service personnel.
• Enter work orders, monitor repair progress, and ensure all relevant files/status are up to date in business systems.
• Maintain current knowledge of product lines and any changes to them.
• Report significant or recurring problems with equipment and/or component parts to the manager.
• Communicate professionally with stakeholders via phone, fax, email, or letter.
• Notify appropriate departments of any changes in the status of repair stations.
• Promote cooperation within the team and represent high ethical and professional values.

Requirements

• High school diploma or GED required; college, technical degree, or vocational training in electrical controls and mechanical machinery preferred.
• 3-5 years of relevant experience in technical support or related fields.
• Familiarity with metalworking and woodworking machinery is preferred.
• Working knowledge of testing equipment and measuring instruments such as micrometers and calipers is preferred.
• Effective communication skills to interface with multiple peer groups and management levels.

Nice-to-haves

• Experience with electrical and machinery tools.
• Ability to adapt quickly to difficult situations and uncooperative customers.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Flexible spending account
• 401(k) matching
• Employee discount programs