Technical Service Representative

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Technical Service Specialist - Harrison, OH (Job ID: 584).
 
Cincinnati Incorporated has been manufacturing machinery since the late 1890’s. We pride ourselves on a hard day’s work and quality. Quality is not only seen in our products but also in our team members. CI employees have shaped the reputation and culture at CI with their uncompromising integrity, focus and innovation. The icing on top of the cake: CI offers a competitive and comprehensive benefit package. Are you ready for your career at CI?
 
Position Summary & Purpose: Provide advanced remote technical support to customers, distributors, and internal teams, resolving complex repair, maintenance, and installation issues for industrial machinery. Leverage expertise in hydraulic, mechanical, electrical, and electronic systems to deliver superior troubleshooting and guidance. This role requires professionalism, analytical precision, and a commitment to continuous learning.
 
The first year in this position involves a comprehensive training program which will require frequent overnight travel during the training period only, but most weekends are at home. Must live in the Cincinnati area. Primary responsibility will be for customer service in Cincinnati area, but willing to travel beyond as needed. You must possess excellent communication and PC skills, along with a clean driving record and valid driver's license, and be able to pass a background and drug screen.
 
Duties & Responsibilities:

  • Remote Diagnostics & Repair:

    • Resolve technical issues via phone, email, and SMS, including electrical, hydraulic, mechanical, and control system malfunctions.

    • Provide step-by-step guidance for installations, preventive/corrective maintenance, retrofits, and upgrades.

  • Technical Support & Collaboration:

    • Analyze machine performance data from customers, distributors, and CI personnel to diagnose issues and deliver actionable solutions.

    • Partner with Field Service Technicians and engineers to escalate/resolve complex problems.

  • Documentation & Process Improvement:

    • Maintain service call records, warranty claims, and engineering data in CI’s database.

    • Develop and update standardized installation, calibration, and maintenance instructions.

  • Customer Relationship Management:

    • Communicate technical solutions clearly to non-technical audiences, fostering trust and satisfaction.

    • Recommend diagnostic tools, instrumentation, and safety protocols for optimal machine performance.

  • Continuous Development:

    • Stay current with emerging technologies (e.g., PLCs, laser systems, networking) and CI product updates.

    • Mentor junior technicians and contribute to team knowledge-sharing.

 
Qualifications:

  • Education & Certifications:

    • 2-year technical degree (electrical, mechanical, mechatronics, or related field) OR equivalent military training.

    • Certifications in industrial maintenance, HVAC, or laser systems (preferred).

  • Experience:

    • 3+ years in industrial maintenance, field service, or engineering, with hands-on experience in:

      • Hydraulic/pneumatic systems.

      • High/low-voltage electrical systems.

      • Mechanical troubleshooting (e.g., motors, drives, CNC equipment).

    • Proficiency with PLCs, control systems, or laser technology (a plus).

  • Skills & Abilities:

    • Technical Mastery: Advanced diagnostic skills for hydraulic, electrical, and mechanical systems.

    • Communication: Communicate complex systems in accessible terms.

    • Tech-Savvy: Proficient in Microsoft Office, CRM tools, and service databases.

    • Safety-First Mindset: Strict adherence to protocols for high-voltage, pneumatic, and laser environments.

 
Physical Demands and Work Environment: The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
Physical demands:  This position is very active and requires frequent standing, bending, kneeling, stooping, crouching, crawling, and climbing of ladders.  Must be able to use hands to finger, handle or feel objects, tools, or controls; must be able to lift a minimum of 50 lbs. frequently.
Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Work environment: The noise level in the work environment can be loud occasionally. This is a high travel position for the first year.
 
EOE including Disabilities/Vets
 
This role does not offer sponsorship employment benefits and being authorized to work in the U.S. is a precondition of employment.  You must be a U.S. Citizen, U.S. National, or recent lawful permanent resident to apply.
 
Some More Amazing Benefits at Cincinnati Incorporated:
✓ Paid Vacations
✓ Paid Holiday and Personal Days
✓ Incentive Program
✓ Medical Insurance (including HSA)
✓ Dental Insurance
✓ Vision Insurance
✓ Accident Insurance
✓ Life Insurance: AD&D
✓ Disability Insurance
✓ Generous 401K Employer Match
✓ Flexible Spending Account
✓ Tuition Reimbursement
✓ Employee Assistance Program
✓ Parental Leave
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