Technical Support Specialist
About Us
Process & Power is a 68 year old Memphis based industrial sales and service company. Serving the Mid-South factories and industry with service, parts, rentals and rotating equipment.
Role Summary
The Technical Support Specialist is the technical backbone of the support organization. This role provides advanced troubleshooting, remote diagnostics, and expert guidance for customers and field service technicians working with industrial air compressors and related equipment. The Specialist handles complex cases, leads escalations, mentors Tier 1 staff, and ensures customers receive fast, accurate, and professional technical assistance.
This position is critical to improving first‑call resolution, reducing unnecessary field dispatches, and strengthening customer confidence in the company’s service capabilities.
Key Responsibilities
Advanced Technical Support & Diagnostics
Perform high‑level remote diagnostics using compressor controllers, monitoring platforms, and historical data (fault logs, pressure/temperature trends, load/unload cycles).
Resolve complex mechanical, electrical, and control‑system issues that exceed Tier 1 capabilities.
Provide corrective action plans, repair recommendations, and operational guidance to customers and field technicians.
Lead technical investigations into chronic or repeat failures.
Case Management & Escalations
Take ownership of escalated support cases and ensure timely, accurate resolution.
Prepare detailed escalation reports for Engineering, Product Management, or Quality teams.
Collaborate with field service teams to determine when on‑site intervention is required.
Ensure all case documentation meets internal standards for clarity, completeness, and accuracy.
Technical Leadership & Mentorship
Serve as the subject‑matter expert for compressor models, control systems, and service procedures.
Coach and mentor Tier 1 Support Specialists to improve troubleshooting skills and product knowledge.
Assist in developing troubleshooting scripts, decision trees, and training materials.
Support onboarding of new technical support staff.
Customer & Technician Communication
Communicate complex technical information clearly and professionally to customers, technicians, and internal stakeholders.
Prepare customer‑facing summaries, diagnostic reports, and follow‑up recommendations.
Maintain a high level of customer satisfaction through responsiveness, empathy, and technical credibility.
Knowledge Base & Documentation
Contribute to service bulletins, knowledge‑base articles, and technician training content.
Identify gaps in documentation and propose improvements.
Ensure lessons learned from escalations are captured and shared across the organization.
Continuous Improvement
Provide feedback to Engineering and Product teams on recurring issues, design improvements, and serviceability concerns.
Participate in root‑cause analysis for major failures.
Support initiatives to improve first‑call resolution, reduce downtime, and enhance customer experience.
Required Qualifications
5–8+ years of experience in industrial equipment service, preferably air compressors, rotating equipment, or mechanical/electrical systems.
Strong understanding of compressor technologies (rotary screw, reciprocating, oil‑free, VSD, etc.).
Proficiency with electrical troubleshooting, control systems, microprocessors and instrumentation.
Experience interpreting wiring diagrams, schematics, and technical manuals.
Ability to diagnose issues using remote monitoring tools and controller interfaces.
Excellent communication skills with the ability to simplify complex technical concepts.
Strong documentation and case‑management skills.
Customer‑service mindset with a calm, professional demeanor under pressure.
Preferred Qualifications
OEM air‑compressor experience (Atlas Copco, Ingersoll Rand, Sullair, Kaeser, Quincy, etc.).
Field service background with hands‑on repair and commissioning experience.
Familiarity with CRM/ticketing systems – FieldServio è Slack escalation
Experience training technicians or support staff.
Certifications in industrial maintenance, electrical systems, or mechanical technology.
Key Performance Indicators (KPIs)
First‑call resolution rate
Escalation resolution time
Diagnostic accuracy
Customer satisfaction (CSAT)
Documentation quality and completeness
Contribution to knowledge base and training materials
Department: Technical Nexus Team (TNT)
Reports To: TNT Manager
Location: On‑site
Why This Role Matters
This position ensures customers get expert help quickly, technicians receive accurate guidance, and the company reduces downtime, repeat failures, and unnecessary dispatches. The Senior Technical Support Specialist is a cornerstone of a high‑performing service organization.
Benefits:
401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance
We pride ourselves on hiring individuals who maintain professional, courteous, honest, and helpful relationships with all existing and potential customers. If you are interested in joining a growing company that is a leader within the industry by providing solutions to our customers and a safe environment for our employees, then this is the right opportunity for you! We will train you on how to identify opportunities to save our customers’ time and money. We are an Equal Employment Opportunity Employer.