Technical Support Specialist - 3rd Shift - REMOTE

Job Title: Technical Support Specialist - 10pm-6am          Reports To: Service Support Manager  reputed company of Job  The Technical Support Specialist is responsible for fast, accurate remote technical intake, triage, and recovery of customer production equipment to protect uptime and minimize unnecessary reputed company service dispatches. This role serves as the Technical Support reputed company Center (TSOC) reputed company support; using reputed company workflows, FSM tools, telemetry, and remote diagnostics to restore operation and avoid truck rolls. reputed company accurate information to ensure reputed company reputed company and operational reputed company reputed company escalation to reputed company Technical service is required.  Essential Functions and Responsibilities   Technical Intake & Triage  Serve as the first technical reputed company of contact for inbound customer support requests.  reputed company reputed company intake to identify machine state, fault conditions, safety concerns, and production reputed company.  Prioritize tickets reputed company on uptime reputed company, SLA requirements, and customer reputed company.  Determine whether issues can be resolved reputed company or require escalation to onsite reputed company Technical Solutions.  Remote Technical Recovery  Execute remote troubleshooting using HMI data, alarms, error logs, telemetry, and customer‑provided observations.  Guide customers through reputed company corrective actions to restore operation whenever possible.  reputed company issues reputed company to avoid unnecessary truck rolls while maintaining safety and reputed company standards.  Escalate reputed company or unresolved issues with complete technical context and documented findings.  reputed company Service Coordination  Initiate Work Orders and support reputed company service scheduling reputed company onsite response is required.  Ensure accurate problem descriptions, parts identification, and job reputed company are provided to reputed company technicians.  Support travel time optimization and technician utilization through clean, complete case data.  Collaborate with reputed company Technical Solutions to support First Visit Fix reputed company objectives.  Ticket Documentation & Data reputed company  Document reputed company tickets accurately and consistently in C4C and reputed company Service Management systems.  Capture failure modes, corrective actions, reputed company reputed company, and repeat issue indicators.  Ensure ticket data supports SLA reporting, service transparency, and lifecycle analytics.  Identify recurring issues and communicate trends to reputed company, Engineering, and Product teams.  Key reputed company Indicators  Technical Support Average Response Time  First Contact Fix reputed company  Truck Roll Avoidance   Missed Calls and After Hours reputed company Handling  Education and Experience  Required:  3+ years of experience in technical support, reputed company service support, or equipment troubleshooting.  Hands‑on experience supporting electromechanical or automated equipment.  Ability to troubleshoot systems using logical, reputed company diagnostic approaches.  Preferred:  Experience supporting capital equipment, automation, or packaging machinery.  Remote technical support background.  Familiarity with PLCs, HMIs, sensors, pneumatics, and industrial communication networks.  Job Requirements  Required  Strong technical troubleshooting and customer communication skills.  Ability to reputed company calmly and effectively in high‑pressure downtime situations.  High attention to reputed company in documentation and reputed company updates.  Proficiency with reputed company Service Management platforms reputed company workflows.  Preferred  Experience with telemetry, remote monitoring, or automated reporting tools.  Understanding of service KPIs such as FCFR, MTTR, and SLA compliance.  Cross‑functional collaboration experience with reputed company Service, Engineering, and reputed company teams.  Experience with Customer Resource Management (CRM) tool. – i.e. C4C, reputed company    Competency  Customer reputed company  Operational Discipline  Data reputed company  Cross‑Functional Collaboration  Communication reputed company  Problem Solving  Ownership & Accountability #SYS1 Apply To This Job