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Technical Support Specialist for Safety Solutions
3 months ago
Company Overview:
Fortress Safety is a mission-driven organization dedicated to "saving lives by providing the best safety solutions." With a global presence and a commitment to growth, Fortress is recognized for its innovative approach and dedication to employee safety.
Specializing in the design and manufacture of interlocks and access control systems, Fortress Safety plays a crucial role in protecting employees in hazardous environments. Our passionate team of experts assists clients in navigating complex regulatory landscapes, ensuring workplace safety, and fostering a culture of innovation and agility.
Role Purpose:
The Application and Technical Support team at Fortress is expanding to meet the needs of our growing client base and application-focused business model. This role serves as the primary technical support resource for Partners, Customers, and Regional Sales Managers. The ideal candidate will leverage their deep understanding of Fortress products and knowledge of regional machinery safety standards to provide guidance during pre-sales discussions and address post-sales technical inquiries.
As the team evolves, the focus will be on three key sectors: Battery Manufacturing, Food and Beverage, and Automated Storage and Retrieval Systems (ASRS). The candidate will be expected to develop expertise in one of these areas, contributing to business growth and product innovation. Collaboration with Sales, Engineering, Safety Services, and Marketing teams is essential.
Key Responsibilities:
- Assess customer inquiries across various platforms to identify pain points and deliver effective solutions, following technical support and quality procedures.
- Provide on-site, telephone, and digital technical support to customers throughout the sales process.
- Establish best practices for technical account management and share knowledge with the internal sales team to enhance customer issue resolution.
- Coordinate with relevant departments to obtain necessary part information and documentation.
- Define product applications and assist in application replication.
- Support the creation of project documentation to standardize global specifications for key clients.
- Drive focus areas to support business growth and future product enhancements.
Candidate Profile:
- A collaborative team player with a low ego.
- Demonstrates a strong desire to be part of a culture that encourages creativity and continuous improvement.
- A self-motivated individual eager to learn and embrace new challenges.
Qualifications:
Essential:
- Bachelor's degree in Engineering (Electrical or Mechanical) or a related technical field; relevant experience will also be considered.
- 1-3 years of experience in technical support, field service, or engineering roles.
- Familiarity with industrial safety systems, PLCs, HMIs, and related automation technologies.
- Proficient in troubleshooting and resolving technical issues.
- Strong verbal and written communication skills for effective customer interaction.
- Ability to work collaboratively across teams and departments.
Desirable:
- Knowledge of sectors such as Battery, Food & Beverage, or ASRS.
- Understanding of Machinery Safety Standards and Regulations.
- Relevant certifications in automation, control systems, or safety engineering.
- Familiarity with industrial communication protocols.
- Experience with automation software tools.
- Proficiency in diagnostic and testing tools for electronic and mechanical systems.
Equal Opportunities:
Fortress Safety values diversity and is committed to creating an inclusive environment for all employees. We encourage individuals with disabilities or special needs to inform us for necessary accommodations.
