Technical Support Examples Pdf Jobs in Usa

Overview

The Technical Service Coordinator plays a critical role in onboarding new managed services customers and ensuring they have a clear, accurate, and complete technical foundation as they transition into our MSP environment. This role sits at the intersection of service delivery, technical operations, and customer success—responsible for gathering and documenting environment details, coordinating onboarding tasks across teams, and maintaining high-quality technical documentation.

The ideal candidate has strong technical aptitude, excellent organizational skills, and a passion for delivering an exceptional customer experience.

Key Responsibilities

Customer Onboarding

• Serve as the primary coordinator for onboarding new MSP customers.
• Collect and validate environment information (infrastructure, networks, identity systems, applications, security tools)
• Facilitate kickoff calls, technical discovery sessions, and onboarding checkpoints.
• Work cross-functionally with Service Desk, Systems Administration, Networking, and Security teams to ensure smooth onboarding execution.
• Track onboarding tasks, milestones, risks, and completion status.

Technical Documentation

• Create and maintain high-quality documentation including:
• Network diagrams
• Asset inventories
• Access and identity configurations
• Backup, monitoring, and security configurations
• Server, endpoint, and application details
• Build and update SOPs, runbooks, and customer-specific knowledge articles (consistent with knowledge practices in Managed - Services). [Managed - Services | PowerPoint]
• Ensure all customer documentation is properly stored, versioned, and accessible within the MSP knowledge repository.

Operational Coordination

• Act as a liaison between onboarding teams, technical operations, and account management.
• Document customer escalation paths, communication expectations, and support processes.
• Assist in preparing environment overviews and technical summaries for internal handoff to Operations, Systems Administration, and Service Desk teams.
• Support Technical Account Managers with accurate customer documentation as referenced in templates like SOW Template. [SOW Template | Word]

Technical Support Assistance

• Perform basic to mid‑level environment validation tasks (e.g., checking system health, verifying connectivity, confirming AD/O365 configurations
• Identify gaps in customer environments requiring additional engineering review or remediation.
• Provide Tier 1.5 coordination for technical issues discovered during onboarding.

Qualifications

Required

• 1–3 years experience in an MSP, helpdesk, technical coordination, or IT operations role.
• Understanding of:
• Microsoft 365 / Azure AD
• Windows Server fundamentals
• Networking basics (VLANs, firewalls, switching, DNS)
• Backup & monitoring concepts
• Strong documentation skills with high attention to detail.
• Excellent communication and customer service abilities.
• Highly organized with the ability to manage multiple onboarding projects simultaneously.

Preferred

• Experience with:
• Ticketing/ITSM platforms
• Network and system diagnostic tools
• Identity and access management
• SaaS administration (M365, Okta, collaboration tools)
• Exposure to PowerShell or automation tools.
• ITIL foundation or related process certification.

Skills & Competencies

• Strong analytical and problem‑solving skills.
• Ability to translate technical concepts into clear documentation.
• Calm, professional demeanor during customer interactions.
• Process‑oriented, consistent, and self‑driven.
• Able to collaborate effectively with both technical and non‑technical stakeholders.

KP Aviation, a global supplier and acquirer of aftermarket aviation assets and components, is seeking a Commercial Analyst to support its expanding international portfolio. This role provides advanced financial, commercial, and analytical support across asset acquisitions, leasing structures, and trading activities involving aircraft engines, airframes, and whole aircraft.

The Technical Acquisitions Analyst supports the evaluation, underwriting, and execution of aircraft, engine, airframe, and component acquisitions by providing technical and analytical expertise throughout the acquisition lifecycle. This role bridges commercial objectives with technical assessment to ensure acquisition opportunities align with the company’s financial, operational, and regulatory standards.

Working closely with Acquisitions, Leasing & Trading, Product Line, Technical, Sales, and Finance teams, the Technical Acquisitions Analyst assists with due diligence, asset evaluation, valuation modeling, and transaction support. The role requires a strong understanding of aviation aftermarket assets, technical records, and asset condition, as well as the ability to analyze how technical factors influence acquisition decisions and portfolio performance.

Remote or hybrid work options may be available based on location and experience.

Your role will take you to new heights, as you’ll be tasked with these essential job responsibilities:

• Support the evaluation and execution of aircraft, engine, airframe, and component acquisition opportunities.

• Assist with acquisition analysis, valuation modeling, and financial assessments to support investment decisions.

• Participate in deal structuring and transaction preparation by gathering and validating technical and financial information.

• Conduct market research to evaluate asset demand, liquidity, and long-term value trends.

• Review technical records, maintenance status, and asset condition data to support underwriting decisions.

• Assist with technical due diligence activities, including records audits, inspections coordination, and documentation review.

• Collaborate with Technical and Product Line teams to validate asset assumptions and configuration details.

• Support compliance reviews to ensure acquisition activities align with FAA, EASA, and OEM requirements.

• Prepare analysis summaries, reports, and presentations for internal stakeholders.

• Coordinate with internal teams and external partners during acquisition evaluations and closing activities.

• Maintain organized technical documentation and acquisition records.

• Contribute to process improvement initiatives within acquisition workflows.

• Provide ongoing analytical and technical support to senior acquisition leadership.

• Perform additional duties and special projects as assigned.

To succeed in this role, you’ll need to have:

• Working knowledge of aircraft, engine, airframe, and component technical records and asset evaluation principles.

• Understanding of aviation aftermarket acquisition processes and transaction workflows.

• Ability to support financial modeling and valuation analysis related to asset acquisitions.

• Familiarity with regulatory and compliance requirements relevant to aviation assets.

• Strong analytical and problem-solving skills with attention to detail.

• Ability to work collaboratively across technical and commercial teams.

• Clear written and verbal communication skills for reporting and documentation.

• Proficiency in Microsoft Office, particularly Excel for analysis and data organization.

• Strong organizational skills with the ability to manage multiple priorities.

• Professional demeanor and ability to interact with internal and external stakeholders.

• Willingness to travel as needed for inspections or acquisition support activities.

• Self-motivated mindset with a commitment to accuracy, accountability, and continuous learning.

We significantly value our employees and believe in compensating each with a substantial benefits and compensation package including:

• Generous Medical, Dental, Vision, Life and Short-Term Disability coverage (Employer pays 100% of employee premiums)
• 401(k) Plan with Employer Contribution
• Profit Sharing and Bonus opportunities
• Voluntary ancillary plans including Life Insurance, Accident and Hospital coverage
• Paid Time Off and Paid Holidays

EXPORT CONTROL REQUIREMENTS:

This position must meet export control compliance requirements. To meet export control compliance requirements, a “U.S. Person” as defined by 22 C.F.R. §120.15 is required. “U.S. Person” includes U.S. Citizen, lawful permanent resident, refugee, or asylee.

DRUG FREE WORKPLACE:

KP Aviation is a Drug Free Workplace where post offer applicants and employees are subject to testing for marijuana, cocaine, opioids, amphetamines, PCP, and alcohol when criteria are met as outlined in our policies.

BENEFITS:

At KP Aviation, we aim to provide a comprehensive compensation package that stands out in the industry, helping us attract, engage, and retain top talent. Our package includes competitive base pay, health, dental, and vision insurance, life and short-term disability coverage, a 401k/retirement plan, paid time off and holidays, and much more.

EQUAL OPPORTUNITY EMPLOYER:

KP Aviation is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic factors, military/veteran status or other characteristics protected by law.

On the heels of achieving 3X growth, Virginia Transformer is hiring to do it again!

We’re strategically building our team for the next 3X growth cycle — a phase that is both intense and incredibly rewarding. We’re highly selective about who joins us, because this journey isn’t for everyone.

If you have the drive, grit, and expertise to perform at a high level — and you want to grow your career 3X alongside the Company’s growth — we’d love to talk.

Apply below and let’s start the conversation.

Who We Are

Virginia Transformer is the largestU.S.-owned producer of power transformers in North America, and we’ve been able to grow the past 50-plus years through an unwavering focus on delivering for our customers. We’re more than 5,400 people strong and are known throughout the industry for being an engineering company that makes premium quality transformers in the shortest lead times.

As a privately held, organically growing company, we thrive on nimbleness, innovation, and tenacity.

Join Our Team

If you love the thrill of securing the U.S. electric grid, enabling all manufacturing in the country, and the energy of a fast-moving train — this is the place for you. We train hard, grow together, and lead with purpose. Every transformer we build is custom, every challenge unique, and every team member essential.

We’re looking for those ready to lead, fueled by commitment, and driven by impact. We are growing so fast that all our available roles are not yet posted, so let us know if you are interested and we will follow-up.

Field Service Technical Manager

Location: Roanoke, Virginia

Company: Virginia Transformer Corp.

Position Summary

Virginia Transformer is seeking a Field Service Technical Manager based in Roanoke, Virginia to lead technical field support and service operations for power transformers and related high-voltage equipment. This role will oversee field service engineers and technicians responsible for installation, commissioning, troubleshooting, maintenance, and repair of transformers supporting utility, industrial, renewable energy, and data center customers.

The Field Service Technical Manager serves as the technical authority for field operations, working closely with engineering, manufacturing, and customer teams to ensure reliable transformer performance and successful execution of service activities.

Key Responsibilities

Field Service Leadership

• Lead and manage a team of field service engineers and technicians supporting transformer installations and service activities.
• Oversee scheduling, mobilization, and execution of field service work across North America.
• Provide technical leadership to field personnel during installation, commissioning, and troubleshooting activities.

Technical Expertise

• Serve as the technical expert for transformer commissioning, diagnostics, troubleshooting, and repair.
• Support complex technical investigations involving electrical, mechanical, and thermal performance issues.
• Review technical reports, test results, and field diagnostics to identify root causes and corrective actions.

Customer Interface

• Act as a primary technical contact for customers during installation, energization, and service events.
• Support utilities, EPC contractors, and industrial clients during commissioning and operational troubleshooting.
• Ensure high levels of customer satisfaction through responsive and professional technical support.

Project Support

• Coordinate field service activities with engineering, project management, and manufacturing teams.
• Support installation planning, commissioning procedures, and site readiness reviews.
• Assist with service proposals, technical evaluations, and customer support initiatives.

Continuous Improvement

• Identify recurring field issues and collaborate with engineering teams to improve product reliability and service procedures.
• Develop and implement best practices for field service operations and technical troubleshooting.
• Support training and development of field service personnel.

Safety Leadership

• Promote and enforce strict adherence to safety standards and electrical safety practices.
• Ensure all field service activities comply with company safety programs and industry regulations.
• Lead safety briefings and ensure proper risk assessments for field operations.

Qualifications

Education

Bachelor’s degree in Electrical Engineering, Mechanical Engineering, or related technical field preferred.

Experience

• 10+ years of experience in field service, commissioning, or technical support for power transformers or high-voltage electrical equipment.
• Experience working with utilities, industrial facilities, EPC contractors, or power infrastructure projects.
• Prior experience leading field service teams or technical support groups.

Technical Skills

• Strong knowledge of power transformers, high-voltage systems, and electrical testing procedures.
• Experience with transformer commissioning, diagnostics, and troubleshooting.
• Familiarity with industry standards related to high-voltage equipment and power systems.

Leadership Skills

• Strong communication and customer engagement skills.
• Ability to lead field teams and manage complex technical situations.
• Excellent problem-solving and decision-making capabilities.

Travel Requirements

• Approximately 40–60% travel to customer sites across the United States.

About Virginia Transformer

Virginia Transformer is one of the largest U.S.-based manufacturers of custom-engineered power transformers, supporting critical infrastructure across utilities, renewable energy, industrial facilities, and data centers. With multiple manufacturing facilities and a strong engineering foundation, the company is a trusted partner for reliable power solutions worldwide.

About Keyfactor

Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale - and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companiesacross the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!

Job Title: Support Engineer, Tier 3

Location: United States; Remote, MST or PST

Experience: Senior Level

Job Function: Support

Employment Type: Full-Time

Industry: Computer and Network Security

Job Summary

The Support Engineer, Tier 3, functions as a senior individual contributor responsible for resolving the most complex and high-impact technical issues. This role provides technical leadership across the support organization, partners closely with Product and Engineering teams, and drives systemic improvements that enhance product stability, support effectiveness, and customer outcomes.

Applicants must hold US citizenship or US permanent resident status.

Job Responsibilities

Advanced Technical Resolution

• 
  
• Independently resolves critical, complex, and high-severity customer issues, including those with broad operational or customer impact.
  
• Serves as an escalation point for advanced technical issues, applying deep diagnostic expertise across multiple technical domains.
  
• Proactively identifies and addresses issues prior to customer or executive escalation.
  
• Reproduces customer issues in lab or test environments to validate root cause and confirm resolution.
  
• Builds and maintains lab environments used for advanced troubleshooting, validation, and technical enablement.
  

Subject Matter Expertise

• 
  
• Acts as a senior subject matter expert for assigned Keyfactor products, including Command and/or EJBCA.
  
• Provides expert-level guidance on PKI, cryptographic concepts, compliance considerations, and secure deployment practices.
  
• Applies broad domain knowledge to diagnose complex, non-routine issues across infrastructure, application, and security layers.
  
• Contributes technical insight related to emerging risks, architectural considerations, and support readiness.
  

Knowledge Sharing & Enablement

• 
  
• Mentors and provides technical guidance to support engineers across all tiers.
  
• Identifies knowledge gaps through case analysis and operational data and contributes to targeted training and documentation.
  
• Develops and maintains technical documentation, ensuring accuracy, clarity, and alignment with internal standards and industry best practices.
  
• Promotes consistent knowledge sharing to improve overall team capability and reduce recurring issues.
  

Systemic Improvement & Cross-Functional Collaboration

• 
  
• Identifies recurring issues and systemic deficiencies and leads efforts to implement long-term corrective actions.
  
• Partners with Product, Engineering, and Support leadership to address root causes and improve product and support processes.
  
• Provides technical input that informs product quality, platform stability, and support scalability.
  
• Represents customer impact and operational risk during cross-functional discussions and incident reviews.
  

Customer & Incident Management

• 
  
• Manages high-profile customer escalations and outages with professionalism, technical rigor, and clear communication.
  
• Communicates complex technical findings and recommendations to both technical and non-technical stakeholders.
  
• Maintains accountability for case progression, resolution quality, and documentation accuracy.
  

Minimum Qualifications, Education, and Skills

• 
  
• 3+ or more years of advanced technical support experience or demonstrated equivalent expertise in PKI or related security technologies.
  
• Demonstrated depth of expertise in one or more technical domains required to support Keyfactor products.
  
• Advanced knowledge of Windows Server and/or Linux, including IIS, ADFS, WAP, and Active Directory.
  
• Strong expertise in PKI, ADCS, certificate lifecycle management, and cryptographic principles.
  
• Proficient in SQL database analysis, including complex queries and table structure evaluation.
  
• Strong understanding of networking concepts, including firewalls, load balancers, and proxy configurations.
  
• Experience with cloud platforms such as AWS and/or Azure.
  
• Expertise in containerization and orchestration technologies (Docker, Kubernetes).
  
• Demonstrates strong verbal and written communication skills with the ability to convey complex technical information clearly and professionally.
  
• Maintains a high standard of customer focus and operational accountability.
  
• Capable of identifying root causes of complex issues and articulating clear, actionable resolutions.
  

Compensation

Salary will be commensurate with experience.

Culture, Career Opportunities and Benefits

We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.

Here are just some of the initiatives that make our culture special:

• 
  
• Second Fridays (a company-wide day off on the second Friday of every month minus November and December of 2025 due to the Holiday schedule). Please note that this benefit is subject to change.
  
• Comprehensive benefit coverage globally.
  
• Generous paid parental leave globally.
  
• Competitive time off globally.
  
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
  
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
  
• The Keyfactor Alliance Program to support DEIB efforts.
  
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
  
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
  
• Monthly Talent development and Cross Functional meetings to support professional development.
  
• Regular All Hands meetings - followed by group gatherings.
  

Our Core Values

Our core values are extremely important to how we run our business and what we look for in every team member:

Trust is paramount.

We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.

Customers are core.

We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.

Innovation never stops, it only accelerates.

The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.

We deliver with agility.

We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.

United by respect.

Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.

Teams make "it" happen.

Vision and goals are not individually achievable - they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.

Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.

REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor's People team via and/or telephone at to request and arrange for accommodations at any time.

Keyfactor Privacy Notice

Technical & Quality Manager

Cleveland, OH | Chemicals / Manufacturing

We’re seeking a Technical & Quality Manager to lead quality systems, regulatory compliance, and technical oversight for our chemical products. This role partners closely with Operations, Legal, Marketing, and Sales to ensure products are compliant, high‑quality, and market‑ready—while driving continuous improvement and innovation.

What You’ll Do

• Own and continuously improve the Quality Management System (QMS)
• Lead quality control processes, testing protocols, audits, and CAPA activities
• Serve as the primary point of contact for regulatory compliance (OSHA HazCom, EPA, TSCA, VOC, state regulations)
• Monitor regulatory changes and assess impact to products, formulations, and labeling
• Author and maintain Safety Data Sheets (SDS), Technical Data Sheets (TDS), and compliance documentation
• Ensure accurate product labeling and hazard communication
• Support new product development, formulation improvements, and scale‑up from lab to production
• Provide technical support to internal teams and customers
• Interface with regulatory agencies, auditors, consultants, and customers as needed

What You Bring

• Bachelor’s degree in Chemistry, Chemical Engineering, or related field (advanced degree a plus)
• 5+ years of experience in quality, regulatory, or technical roles within chemical manufacturing
• Strong working knowledge of manufacturing processes, quality systems, and chemical interactions
• Experience with SDS authoring, regulatory documentation, and audit support
• Hands‑on familiarity with lab instrumentation (e.g., pH meters, viscometers, scales)
• Excellent analytical, organizational, and problem‑solving skills
• Ability to communicate clearly with both technical and non‑technical audiences

Preferred Experience

• Industrial wipes, cleaners, sealants, adhesives, or similar chemical products
• ISO‑based quality systems
• VOC and state‑level regulatory compliance (e.g., CARB)
• UL, CSA, or NSF exposure

Why This Role

This is a high‑impact role for someone who enjoys balancing regulatory rigor, quality excellence, and technical problem‑solving—while working cross‑functionally to support both operations and growth.

Benefits Include

• 401(k) match
• Medical, dental, and vision insurance
• Short and long-term disability coverage
• Life and accidental insurance
• 10 paid holidays starting immediately
• Generous PTO plan based on years of service
• Tuition reimbursement and a variety of learning, coaching, and training opportunities to foster individual growth

The Technical Project Manager (TPM) has three main responsibilities:

1. Project Manage all technical tasks during implementation and upgrades.
2. Install and configure servers and the Care Logistics applications in Amazon Web Services (AWS) and on premise.
3. Perform technical operations and oversee availability, performance, and supportability of our observability infrastructure.

The TPM acts as the project manager and liaison between Care Logistics and the customer for all technical activities. The TPM is responsible for coordinating the system configuration, sizing, ordering, and installation while technically engineering and managing the integration of Care Logistics solutions. They work closely with Solutions Delivery and customer resources in support of organizational objectives. Solutions Delivery functions include project delivery tasks such as solution sizing, technical project planning, customer guidance, system installation, system validation, system testing, technical training, and support of technical onsite events. The TPM facilitates DevOps functions between development and the Solutions Delivery teams to ensure technical operations are correctly executed, effectively communicated, and continuously improved.

ESSENTIAL RESPONSIBILITIES:

Solutions Delivery Functions

• Delivery components of customer project tasks which include:
• Assist with the design and implementation of new technologies
• Assist with the sizing of customer systems
• Train new employees on all aspects of the role
• Considered a Subject Matter Expert for all aspects of the technology and project delivery
• Install and troubleshoot software, hardware, and services necessary to support Care Logistics solutions
• Lead the engineering of hospital customer’s technical solutions
• Lead, plan, organize and drive the design, testing, and implementation of Care Logistics software solutions and related advisory services
• Educate customer on technical aspects of the Care Logistics system
• Interface with service and hardware system vendors to build and configure systems
• Participate in onsite customer events, including technical go-live
• Technical Operations and Observability:
• Manage alert and monitoring configuration
• Collect, aggregate, and visualize metrics to provide actionable insights
• Advise right-sizing of AWS infrastructure resources to optimize cost and performance
• Manage incident response
• Provide insight to Cloud Center of Excellence
• Additional tasks which include:
• Provide primary technical support for project team members
• Provide Tier 2 level support for Care Logistics Support team
• Create and maintain internal environments for use by Care Logistics Client Engagement team
• Create Knowledge Base articles and other technical documentation for use by Care Logistics employees and customers
• Define and maintain a clear, concise documented process for the implementation and integration of the system
• Collaborate with teammates to troubleshoot and maintain existing application modules
• Participate in DevOps initiatives to improve products and operations

QUALIFICATIONS – EDUCATION, WORK EXPERIENCE, CERTIFICATIONS:

REQUIRED

• Bachelor’s degree in Computer Information Systems or equivalent experience
• PMP certification and/or equivalent experience
• 2-4 years hands on experience using Amazon Web Services (AWS) services such as EC2, RDS, Systems Manager, VPN, CloudWatch
• 2-4 years of monitoring systems experience using tools such as AWS CloudWatch, Datadog, New Relic, SolarWinds, Dynatrace, etc.
• 4-6 years demonstrated project management experience
• Advanced operation and maintenance of Linux (Red Hat Operating System)
• Demonstrated advanced analytical and troubleshooting skills
• 3+ years integrating software/hardware systems in client-server and cloud environments
• Proven organizational and delivery skills

DESIRED

• AWS certification desired
• Automating and configuring Amazon Web Services (AWS) such as EC2, RDS, VPN
• Operational best practices related to systems operation and maintenance in on-premises and AWS production environments
• Industry standard application/applet containers such as Tomcat
• PostgreSQL and Aurora Databases (installation, configuration, and operation)
• Production High availability server environments
• Complex hardware and software installations
• Management of enterprise reporting tools and/or related technologies
• Project delivery, operations, and support using DevOps and/or Agile methods
• Support leadership experience
• Use of ticketing systems such as JIRA and/or related incident management tools such as OpsGenie
• Comprehension of related scientific and technical journals, abstracts, financial reports, and legal documents.
• Preparation of articles, abstracts, editorials, journals, manuals, and critiques.
• Preparation and delivery of comprehensive presentations, participation in formal debate, extemporaneous communication, and professional communication before an audience.
• Professional certifications in related industry skills such as DBMS, CISSP, ITIL, Agile, and Lean are a plus

KNOWLEDGE, SKILLS, AND ABILITIES:

• Develop strong and productive working relationships with others
• Form strong team bonds and enhance team performance
• Strong organizational and quality management skills with ability to handle multiple, competing tasks and priorities
• Cope with rapidly changing information in a fast-paced environment
• Proven communication, interpersonal, analytical, and organizational skills
• Proven ability to properly communicate with customers (in person and via phone) and manage expectations during a project
• Work both independently and as a member of the implementation and support team
• Manage multiple concurrent activities, all with fluctuating deadlines, by working with other departments, both internal and external
• Quickly identify and resolve issues
• Quickly understand complex concepts
• Excellent oral and written communication skills
• Excellent customer management skills
• Above average observational skills to collect data and validate information
• Outstanding analytical skills with the ability to critically evaluate the information gathered from multiple sources, reconcile conflicts, relate high-level information to details, and distinguish user requests from underlying business problems/needs.
• Effectively represent Jackson Healthcare/Care Logistics values and principles in decision-making and actions
• Support leadership and/or project management
• Excellent troubleshooting skills
• Excellent organizational and delivery skills
• Install, configure, and manage hardware and software in AWS and on-premises environments
• Provide specifications for system hardware and AWS service requirements
• Implement complex system solutions involving multiple technologies
• Control and implement complex system and application feature configurations
• Troubleshoot complex system and technical issues
• Read and understand system and application logs
• Proven ability to communicate and teach complex technical concepts to less technical resources
• Excellent communications and interpersonal skills, as well as analytical and problem-solving skills
• Excellent documentation skills

REQUIRED KNOWLEDGE

• Amazon Web Services (AWS) services such as EC2, RDS, Systems Manager, VPN, CloudWatch
• Monitoring systems such as AWS CloudWatch, Datadog, New Relic, SolarWinds, Dynatrace, etc.
• In-depth knowledge of Linux (Red Hat Operating System) concepts and operations in a production environment
• VMware, Web servers, DBMS, Reporting and analytic tools
• Project Management Methodologies
• Advanced PC knowledge including proficiency with MS Outlook, Word, Excel, and PowerPoint

DESIRED KNOWLEDGE

• Knowledge automating and configuring Amazon Web Services (AWS) such as EC2, RDS, VPN
• Understanding of high availability server environments
• Hardware and software installation techniques
• Healthcare Information Systems
• Enterprise reporting tools
• DevOps and Agile methodologies related to project delivery, operations, and support
• Ticketing systems such as JIRA and related incident management tools (such as OpsGenie)

TRAVEL REQUIREMENTS & WORKING CONDITIONS:

• 10-80% travel required
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• While performing the duties of this job, the employee is frequently required to stand; walk; sit; use hands to finger, handle, or feel; write; type; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear; and smell
• The employee must frequently lift and/or move up to 50 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

DMF Lighting is a fast-growing leader in the lighting industry, always hard at work engineering what comes next. We have an exciting opportunity in our customer solutions department for a Technical Product Support Specialist.

• Pay range is $20-35/hr (based on skills/knowledge/experience)
• Location: onsite in Carson, CA

Job Description:

• Serve as the first point of contact for technical inquiries via phone, email, live chat, or a ticketing system.
• Troubleshoot and resolve basic product issues related to installation, configuration, and performance for products such as LED fixtures and lighting control systems.
• Provide pre- and post-sales technical support to sales teams and end-users.
• Document customer interactions, troubleshooting steps, and resolutions clearly and accurately within a ticketing system.
• Escalate complex or unresolved issues to engineering teams and track their progress until resolution.
• Maintain and update internal knowledge base articles and documentation for common issues and solutions.
• Identify errors or omissions in customer facing documentation and work with relevant departments to resolve or improve.
• Stay up-to-date with new product launches, technical specifications, and industry standards by participating in regular training sessions.
• Assist with other technical and product-related tasks as assigned, such as creating wiring diagrams or conducting customer training.
• Assist with onsite customer service visits if required.

Requirements:

• Education: Associate's degree or technical school certification in a related field (e.g., electronics, electrical technology) is preferred.
• Experience: 1+ years of experience in a customer-facing role, preferably in a technical support, customer service, or inside sales position.
• Technical knowledge: Basic understanding of electrical systems, LED lighting, and common troubleshooting techniques is highly desirable. Experience with lighting control systems (e.g., DMX, 0-10V, smart home controls) is a plus.
• Customer service skills: Proven ability to provide excellent service and maintain a positive, patient, and professional attitude, especially during stressful situations.
• Communication: Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Problem-solving: Strong analytical and diagnostic skills with keen attention to detail.

Company Description

DMF Lighting designs and builds industry-leading LED downlighting that sets the standard for flexibility, performance, and quality. Founded over 30 years ago, DMF has grown into a leader in the lighting industry, driven by a passion for innovation and customer service.

Our in-house engineers constantly push the boundaries of lighting, delivering products that combine exceptional performance with beautiful design. At DMF, we believe in a collaborative, forward-thinking culture that empowers our team to bring creative ideas to life and make a lasting impact. If you’re looking for a company where creativity and innovation are part of the DNA, DMF is the place for you.

DMF Lighting is proud to be an Equal Opportunity Employer.

Role Summary:

Provides technical and commercial support to cement and concrete customers across the assigned territory. The role ensures correct product application, supports mix optimization, resolves field issues, and strengthens customer relationships through credible technical guidance. Works closely with Sales, Quality and Operations to deliver service reliability, product performance, and long-term customer value.

Work location: Scottsdale, Arizona

Reports to: Commercial Leader

Purpose:

Support revenue growth and customer satisfaction by providing technical expertise, field support and consultative guidance to concrete producers, contractors, engineers and public agencies. Ensure UNACEM North America products are correctly specified, applied and optimized for performance and compliance with standards.

Responsibilities:

• Provide technical support on cement performance, mix designs, durability, workability and application requirements.
• Conduct field and plant visits to diagnose issues related to setting, strength development, finishing, curing and overall concrete performance.
• Assist customers with specification reviews, trial mixes, product selection and approvals with engineers and DOTs.
• Support the introduction of new cement products or blended solutions and ensure customers understand performance characteristics.
• Monitor customer feedback, technical trends and operational challenges to identify opportunities for improvement.
• Collaborate with Sales, Quality, Logistics and Operations to ensure service reliability and product consistency.
• Prepare technical reports, field assessments and follow up documentation to support customer decision making.
• Represent UNACEM North America in technical presentations, customer trainings and industry events.
• Other duties as assigned.

Knowledge, Skills & Abilities:

• Strong understanding of cement chemistry, clinker phases, blended materials and ASTM standards.
• Knowledge of concrete technology including proportioning, batching, admixtures, curing, durability and field performance.
• Understanding of ready-mix operations, quality control procedures and production variability.
• Familiarity with DOT specifications, engineering requirements and industry testing practices.
• Working knowledge of construction processes related to placement, finishing and environmental conditions.
• Diagnoses complex field issues through technical analysis and structured investigation.
• Balances technical integrity with practical field solutions that support customer outcomes.
• Resolves performance concerns with calm and credible communication in jobsite situations.
• Adapts recommendations based on customer operations, project requirements and constraints.
• Bachelor's degree in civil engineering, Materials Engineering, Construction Engineering or related field.
• Five to ten years of experience in cement, concrete, or construction materials.
• Experience in technical services, quality or technical sales within cement or concrete producers preferred.
• Field experience in ready mix or construction environments highly valued.
• Full proficiency in English. Spanish desirable.
• Frequent interaction with concrete producers, plant managers, quality managers, contractors and engineers.
• Close internal coordination with Technical Services, Quality, Sales, Operations and Logistics.
• Engagement with DOTs, consultants and specification authorities.
• Influences customer decisions by providing credible, consistent and practical technical support.
• Direct: Improves product performance, customer satisfaction and long-term retention.
• Indirect: Strengthens market reputation, reinforces technical leadership and supports commercial growth.

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

JOB DESCRIPTION

The Product Support Specialist partners closely with the Customer Service leadership team and acts as a key technical resource for both internal teams and external partners. This role supports customers, installers, designers, distributors, and end users by delivering expert guidance across the company’s flooring systems and adhesive solutions.

This position focuses on technical problem-solving, product guidance, and issue resolution related to flooring installations, including materials performance, application methods, site conditions, warranties, and quality concerns.

PRIMARY RESPONSIBILITIES

• Product Technical Support & Issue Resolution:
• Respond to incoming technical questions related to flooring installation systems and adhesive products
• Serve as a technical resource for internal departments and external partners throughout the installation lifecycle
• Promote and follow all applicable Environmental, Health, and Safety (EHS) policies and procedures
• Claims & Field Issue Management:
• Gather, review, and document claim details including jobsite conditions, installation practices, substrate information, and product usage
• Route complex issues or field investigations to the appropriate regional technical representative
• Carry out approved resolutions such as material replacement, credits, refunds, or alternative corrective actions
• Track active cases and drive timely closure within established resolution timelines
• Assist with product quality initiatives, including recalls or corrective action programs, as needed
• Product Knowledge & Technical Expertise:
• Maintain strong working knowledge of current and legacy adhesive and flooring-related products
• Stay informed on industry standards, competitive offerings, and market trends within construction materials
• Provide accurate guidance on application requirements, technical data, performance expectations, warranties, and distribution pathways
• Identify recurring trends or field feedback and communicate opportunities for product or process improvement
• Support updates to technical materials such as installation guides, labels, packaging, and data sheets

REQUIRED SKILLS AND EXPERIENCE

• Associate’s or Bachelor’s degree required
• At least five (5) years of experience in a technical support, customer-facing, or sales-related role within a manufacturing environment
• Experience within flooring, construction products, or adhesives is strongly preferred
• Strong proficiency with Microsoft Office and Windows-based systems

NICE TO HAVE SKILLS AND EXPERIENCE

• Bachelor’s degree in Chemistry, Engineering, Business, Sales, or Marketing
• Ability to communicate in Spanish or French Canadian is a plus