Technical Solutions Specialist in Greencastle, Pennsylvania at Alliance Elevator Solutions, LLC

The Technical Solutions Specialist serves as a connection between AES customers, TechCare, and internal departments to ensure technical concerns are addressed promptly while supporting product, process, and operational improvements. This position coordinates support inquiries, tracks customer issues through resolution, identifies recurring concerns, and helps carry approved improvements through implementation. This role is a good fit for someone who is customer-focused, organized, technically curious, and comfortable working across departments to solve problems and ensure consistent follow-through.

Key Responsibilities:

• Serve as a shared point of contact for inbound TechCare calls, customer inquiries, and technical support tickets, working collaboratively with other team members to ensure timely responses and follow-up, with same-day responses whenever possible.

• Create, prioritize, route, and track support tickets in the CRM, TechCare queue, and AES ToolBOX systems while maintaining ownership of customer communication through resolution.

• Review prints, drawings, and parts lists to help identify missing, incorrect, or mismatched components; refer technical decisions to the responsible experts.

• Coordinate shipping and receiving updates and assist with warranty tracking, reporting, and supplier-related issue follow-up.

• Maintain customer and field feedback, error, and recurring-issue logs; document owners, target dates, findings, and resolutions, and identify trends requiring leadership attention.

• Coordinate assigned product, process, and operational improvement initiatives, maintaining project timelines, responsibilities, action items, and progress updates.

• Follow up with internal teams, suppliers, and other contributors on outstanding commitments and identify delays or unclear responsibilities.

• Assist with implementation of approved product improvements, supplier programs, and internal workflows across affected departments.

• Ensure approved changes are reflected, as applicable, in drawings, BOMs, configurator logic, pricing, work instructions, packing lists, ToolBOX content, and training materials; flag backlog or inventory impacts before closure.

• Develop and maintain technical support guides, FAQs, standard operating procedures, checklists, and other repeatable process documentation.

• Maintain organized support records, project notes, decisions, and updates; communicate the outcomes of resolved customer feedback.

• Participate in customer, supplier, or field visits when appropriate and with the relevant AES technical or commercial resource.

• Perform other related technical support and process improvement duties as assigned.

The responsibilities outlined above are not exhaustive and may evolve as business needs change. Employees may be asked to take on additional related duties as assigned by management.

Required Qualifications:

• Three or more years of experience in technical support, customer service, logistics, operations, or project support preferred.

• Strong customer service orientation and professional communication skills, including in escalated situations.

• Strong organization, documentation, prioritization, and follow-through skills across multiple competing requests.

• Ability to coordinate across departments and respectfully follow up on commitments.

• Technical aptitude and willingness to learn AES products, elevator and architectural prints, drawings, and bills of material.

• Familiarity with CRM, ERP, ticketing, or queue systems is helpful.

• Working knowledge of Microsoft Office, sound problem-solving skills, and attention to detail.

• Associate or bachelor's degree in business, engineering technology, operations, or a related field preferred; equivalent relevant experience considered.

• Previous AES product or elevator industry experience is a plus but not required.

Alliance Elevator Solutions is an Equal Employment Opportunity (EEO) employer and is committed to providing equal employment and advancement opportunities in accordance with applicable law.