Industrial Support Specialist

Summary

The Industrial Support Specialist/Engineer is a key contact for internal and external customers, providing technical assistance and managing support cases to resolution for Aqua-Aerobic equipment. This role supports urgent service needs, ensures accurate issue tracking, and actively participates in continuous improvement initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Results Focus / Execution

• Responds promptly and professionally to customer technical inquiries.
• Maintains communication with customers and internal teams until concerns are resolved.
• Accurately logs all service cases and actions in call logs and internal databases in real time.
• Participates in after-hours phone support rotation with the service team.
• Supports emergency and after-hours technical issues in coordination with Field Service.

Problem Solving / Decision Making

• Troubleshoots electrical, mechanical, and programming-related problems using technical documentation.
• Coordinates with internal cross-functional teams to assist customers in resolving technical concerns.
• Manages and processes incident reports and warranty claims; completes root cause analysis.
• Coordinates and evaluates RMAs returned by customers.

Planning & Organizing

• Prioritizes support cases and manages workload to meet response time expectations.
• Maintains and calibrates test equipment to support service quality.
• Supports timely updates and closure of escalated concerns and service cases.

Continuous Improvement

• Submits improvement suggestions through the Engineering Change Request (ECR) process.
• Collaborates with the Service Leadership Team on departmental projects and process enhancements.
• Participates in team cross-training and shares insights to improve efficiency and service delivery.

Communication

• Maintains clear and professional communication with customers, field technicians, and internal departments.
• Provides consistent documentation to support service activity tracking and reporting.

Collaboration

• Works closely with Field Service, Engineering, and Project Management to coordinate support and ensure customer satisfaction.
• Shares responsibilities with team members to capitalize on each person’s area of expertise.

Job Knowledge

• Applies technical understanding of Aqua-Aerobic systems and equipment.
• Uses electrical, mechanical, and programming documentation effectively to resolve customer issues.
• Continuously builds technical proficiency and supports knowledge sharing across the team.

knowledge, skills and abilities

Must be computer literate and have familiarity with MS office software.  Must have proficient typing skills and the ability to operate a calculator, copy machine. General Knowledge of PLC, electrical, mechanical and hydraulic systems.     Must be able to travel local 20% of the time. Out of state and overnights are possible 5% of the time. 

SUPERVISORY RESPONSIBILITIES

None

WORK ENVIRONMENT

• Office-based environment with moderate noise (printers, phones, computers)
• Shared team responsibilities; cross-training is encouraged to enhance flexibility and expertise

Minimum qualifications

• Minimum of 5 years of experience in technical support or related field service work
• Demonstrated troubleshooting ability with AC electrical systems and general mechanical systems
• Familiarity with wastewater treatment systems strongly preferred
• Proficiency in Microsoft Office and use of databases; ability to log and track service activity
• Associates degree or equivalent in a technical field preferred
• Ability to travel occasionally (local 20%, overnight 5%)
• Biology or process understanding is a plus

CUSTOMERS

Internal - 15%          External - 85%

Operators – 65%

Reps – 5%

Contractor/Project Managers – 20%

Engineers - 10%