Technical Support Engineer

Job Title: Technical Support Engineer

Job Description

The Technical Support Engineer provides advanced remote support for specialized OEM equipment, diagnosing and resolving mechanical, electrical, and control system issues for customers in the field. This role focuses on end-to-end case ownership, guiding customers through detailed troubleshooting steps, coordinating field support when needed, and ensuring accurate parts identification to achieve timely and effective resolutions.

Responsibilities

• Diagnose and resolve issues related to OEM equipment, including dynamometers, control systems, variable frequency drives (VFDs), programmable logic controllers (PLCs), and test cells.
• Troubleshoot pump systems, including hydraulic and cooling circuits, flow rates, pressure faults, cavitation, seal failures, and pump-motor coupling issues.
• Identify and resolve sensor-related faults for temperature, pressure, flow, speed, and torque sensors, including calibration drift, signal loss, and wiring faults.
• Apply basic electrical troubleshooting skills such as continuity checks, voltage and current measurement, relay and contactor diagnosis, fuse and breaker fault identification, and motor circuit verification.
• Interpret schematics, wiring diagrams, P&IDs, and equipment manuals to guide customers through clear, step-by-step solutions.
• Conduct remote diagnostic sessions using AnyDesk or equivalent remote shadowing tools to quickly assess and resolve customer issues.
• Support parts identification requests with a high level of accuracy, ensuring the correct part is selected for the correct application on the first attempt.
• Act as the primary technical resource for customers requiring remote assistance during active engagements, prioritizing field calls above standard inbound queues to minimize on-site delays.
• Own each support case end-to-end, from first contact through confirmed resolution, maintaining continuity and ensuring that the engineer who opens the ticket also closes it.
• Coordinate and facilitate field technician dispatch or on-site engagement when required to complete resolution, while maintaining full case ownership and keeping the customer informed throughout.
• Track all field-assist tickets separately to monitor response time, resolution time, and first-contact resolution rate for field-originated cases.
• Engage Engineering and subject matter expert teams directly for Level 3 issues beyond current knowledge, driving resolution while documenting all findings for future reference.

Essential Skills

• Strong customer service skills with the ability to support customers professionally during active field engagements.
• Proven troubleshooting skills across mechanical, electrical, and control systems.
• Experience providing product support for complex OEM equipment such as dynos, control systems, VFDs, PLCs, and test cells.
• Mechanical aptitude, including understanding of pump systems, hydraulic and cooling circuits, and rotating equipment.
• Ability to diagnose sensor-related issues, including calibration drift, signal loss, and wiring faults for temperature, pressure, flow, speed, and torque sensors.
• Competence in basic electrical troubleshooting, including continuity testing, voltage and current measurements, relay and contactor diagnosis, and motor circuit verification.
• Ability to read and interpret schematics, wiring diagrams, P&IDs, and technical manuals.
• Proficiency with remote diagnostic and remote shadowing tools such as AnyDesk or similar platforms.
• Strong attention to detail and accuracy in identifying and selecting parts for specific applications.
• Ability to manage cases independently, maintaining full ownership from initial contact through resolution.
• Organizational skills to track and monitor field-assist tickets and related performance metrics.

Additional Skills & Qualifications

• Experience in technical support engineering, field service, or product support for industrial or OEM equipment.
• Experience working with hydraulic systems, cooling circuits, and pump-motor assemblies.
• Familiarity with test cell environments and associated control and measurement systems.
• Comfort collaborating with engineering and subject matter expert teams to resolve complex technical issues.
• Ability to document troubleshooting steps and resolutions clearly for future reference and knowledge sharing.
• Interest in contributing to the growth and development of a technical support team during a major expansion initiative.

Work Environment

This role is based in an office environment, providing remote technical support to customers working with specialized OEM equipment in the field. You will primarily work at a workstation using diagnostic software, remote shadowing tools such as AnyDesk, and access to technical documentation, schematics, and equipment manuals. The position offers the opportunity to be part of a growing team, with multiple openings as part of a strategic expansion, and focuses on collaborative problem-solving, continuous learning, and close coordination with field technicians and engineering experts.

This is a Permanent position based out of Sussex, WI.

The pay range for this position is $92000.00 - $92000.00/yr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Health, dental, 401k, bonus potential. Long term growth opportunity and advancement

This is a fully onsite position in Sussex,WI.

This position is anticipated to close on Sep 4, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.