Technical Support Specialist
1 week ago
Fortress Safety is a purpose-driven organization that prioritizes life safety solutions. Our mission is to provide the best safety solutions, saving lives and protecting employees in hazardous environments. With a global presence and a proven track record of growth, we are committed to accelerating our growth and expanding our reach.
We design and manufacture interlocks and access control systems that protect employees in various industries. Our team of experts is passionate about safety and dedicated to supporting our customers in navigating the complex regulatory landscape. We are agile, innovative, and committed to driving cultural change and alignment to provide a positive working environment.
About the RoleThe Application and Technical Support team at Fortress Safety is growing to support our increasing number of clients and our application-driven business focus. The core purpose of the team is to provide support as the first line of technical help for Partners, Customers, and Regional Sales Managers. Through a deep understanding of our products and knowledge of applicable machinery safety regional standards and regulations, the candidate will be expected to provide guidance to customers during pre-sales discussions.
The role focuses on post-sales elements, identifying issues, and supporting technical questions through to resolution for products in the field. As the role and team develop, the future intent is to support the business on its three key segments: Battery Manufacturing, Food and Beverage, and ASRS (Automated Storage and Retrieval) systems. The role will give emphasis to one of the key segments, with an expectation to become an expert in the application of Fortress products in this field.
Key Responsibilities- Review customers' concerns or questions, via all platforms, to quickly understand their pain points and provide a suitable resolution, where a resolution is not immediately available, process in line with tech support/quality procedures.
- Provide technical support to customers via face-to-face onsite visits, telephone, and other platforms to support pre, during, and post-sales.
- Establish best practices for technical account management and demonstrate to internal sales teams to help them resolve customers' issues, support an internal process for knowledge sharing.
- Request and support required part information and documentation from required departments.
- Define products for a range of applications and support application replication.
- Support creation/understand project books to drive standardization and global specifications for key customers.
- Drive key application areas to help support business growth and future product development.
We are looking for a team player with a low ego, who is fiercely collaborative, hungry to be part of a culture that fosters creativity, innovation, and continuous improvement. You should be a self-starter who enjoys learning new skills through being inquisitive and eager to accept new challenges.
Key Qualifications and Experience- Bachelor's degree in Engineering (Electrical or Mechanical) or a relevant technical discipline. Other relevant experience or qualifications will be considered.
- 1-3 years of experience in technical support, field service, or engineering roles.
- Knowledge of industrial safety systems, programmable logic controllers (PLCs), human-machine interfaces (HMIs), and related automation technologies. Hands-on experience preferred.
- Proficiency in troubleshooting and resolving technical issues.
- Strong communication skills for effectively interacting with customers, both verbally and in writing.
- Ability to work collaboratively within a team and with cross-functional departments (e.g., Design, Quality, Sales, Engineering).
- Knowledge of one or more of the following sectors: Battery, Food & Beverage, ASRS.
- Familiarity with Machinery Safety Standards and Regulations.
- Additional certifications related to automation, control systems, or safety engineering.
- Knowledge of industrial communication protocols (e.g., Profinet, Ethernet/IP, Ethercat).
- Experience with software tools used in automation (e.g., Siemens TIA Portal, Rockwell Automation Studio).
- Proficiency in using diagnostic and testing tools for electronic and mechanical systems.
At Fortress Safety, we don't just accept difference, we celebrate and genuinely value it for the benefit it brings to our culture, our employees, our products, and the local communities where we are based. We are proud to be an equal opportunities workplace, and if you have a disability or special need that requires accommodation, please let us know.
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