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Industrial Support Specialist
Industrial Support SpecialistAqua Aerobic • Loves Park, IL, US
Industrial Support Specialist

Industrial Support Specialist

Aqua Aerobic • Loves Park, IL, US
[job_card.30_days_ago]
[job_preview.job_type]
  • [job_card.full_time]
[job_card.job_description]

Job Description

Job Description

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%

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    Industrial Specialist • Loves Park, IL, US

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