Technical Service Specialist

About the role

Technical Service Specialist

About the Organization

Established in 2017, Alliance North America holds the distinction of being the sole North American provider of AIRMAN Power Generators, AIRMAN Air Compressors, and MAC3 Pneumatic Air tools. The company also offers its exclusive Energy Boss ™

Hybrid Energy System and a Smart load bank system. The organization is dedicated to easing the burden on its customers. This is achieved through prompt communication, a deep understanding of client requirements, and a commitment to owning the resolution of issues. A comprehensive parts inventory ensures that over 90% of orders are dispatched within 24 hours, eliminating concerns about spare components. The organization supports fleet integrity through its world-class Support Department, which provides training on its equipment to ensure optimal operation.

Headquartered in Henderson, Nevada, the organization maintains additional locations in Cypress, California, and Spartanburg, South Carolina. Currently expanding its operations, Alliance North America is seeking a Technical Service Specialist to join the team in an onsite capacity at the Spartanburg, South Carolina, location. In this role, you will serve both external and internal stakeholders by managing incoming calls and emails while delivering technical support. Key responsibilities include troubleshooting technical issues, tracking case progress, and developing new procedures to improve customer interactions.

The Technical Service Specialist is responsible for providing repair and maintenance guidance, along with warranty assistance. In this capacity, you will work with the parts department to identify components and prepare them for service configuration before shipment from the warehouse. The ideal candidate is a proficient problem-solver, an adept multitasker, and highly process-driven. You will act as a knowledgeable instructor, building trust and confidence through phone and email interactions with both internal and external contacts. Success in this position requires a customer-first mindset that is reliable, empathetic, and consistently positive, even when handling difficult situations. Advanced computer skills are essential, along with a functional understanding of power generation and compression equipment.

This position operates entirely onsite, following a standard Monday to Friday schedule from 8:00 a.m. to 5:00 p.m. Hours may be adjusted based on operational demands. Local domestic travel may be required up to 5% of the time.

This role reports directly to the Warranty & Technical Service Supervisor.

Key Responsibilities

You will be the central point of contact for all incoming inquiries, fully owning the case lifecycle and converting complex challenges into structured action plans. You will guide partners through intricate setup processes, clarifying procedures to maintain project momentum. Protecting the organization's reputation is a core duty, achieved by maintaining composure, meticulously tracking each ticket, and ensuring timely closure of all communication loops.

Your daily activities will include organizing messages and calls, routing each request into the appropriate workflow. You will assemble parts lists and service documentation to enable warehouse teams to efficiently prepare shipments. Reviewing technical specifications and warranty policies is necessary to confirm that proposed solutions align with customer expectations. When necessary, you will coordinate with external parties to facilitate local travel arrangements.

You will prepare equipment for shipment and verify shipping manifests to ensure orders are delivered within the committed timeframe. Guiding peer teams through established procedures, confirming comprehension, and minimizing repetitive inquiries will be standard practice. Updating case files after every interaction is vital for maintaining accurate historical records and ensuring traceability. You will also support colleagues by sharing product expertise and troubleshooting methodologies during internal handoffs.

Qualifications

The position requires three to five years of technical service experience within a comparable operational environment. Candidates must demonstrate a practical understanding of power generation and compression systems. The ability to interpret manuals, adhere to procedures, and adjust methods when faced with changing circumstances is mandatory. Clear communication skills are required for phone and message-based interactions, with a calm demeanor when managing stressful dialogues. Proficiency in computer systems is non-negotiable, allowing for seamless navigation between multiple platforms, notes, and forms.

Compensation

The offered compensation rate is between $24.00 and $28.00 per hour, commensurate with experience.