Job Title: Engineering Support SpecialistJob Description The Technical Support Specialist will be responsible for responding to direct customer inquiries, which could involve talking to an end-user or discussing with a representative that acts as an intermediary between the company and the end-user. Inquiries will be received via phone or email and will consist of technical operation questions or troubleshooting issues with equipment. Troubleshooting may involve identifying parts required for a repair. The specialist will be responsible for escalating issues internally or delegating them appropriately to either the internal team or representative firms. Responsibilities + Respond to tickets generated through the website using the Fresh Desk ticketing system. + Resolve and troubleshoot issues via phone or email, managing up to 25-30 issues a day. + Work through multiple tickets simultaneously, determining appropriate escalation paths. + Read work instructions and review drawings or schematics to guide customers in virtual troubleshooting. + Deploy Field Service Technicians for on-site troubleshooting as needed. + Collaborate with Field Service and engineering teams to troubleshoot issues. Essential Skills + Proficiency in Microsoft Office. + Ability to read blueprints and schematics. + Strong customer service skills. + Mechanical troubleshooting and equipment repair experience. + Hands-on troubleshooting experience with operating room equipment or HVAC/Plumbing/boiler products (preferably commercial). + Ability to interpret technical work instructions. + Experience with Fresh Desk ticketing system. + Operating room equipment troubleshooting skills. + Ability to read pressure gauges and understand pressure drops. + Electrical diagnostics experience, including reading multimeters and testing voltages. Additional Skills & Qualifications + Associates Degree. Work Environment The work hours are 8-5 or 9-6, with a hybrid in-office schedule on Tuesdays and Thursdays. There is an on-call rotating schedule on a 24/7 basis, which will occur about once a month. The candidate must be open to on-call duties, though it will not start until after transitioning to direct employment, depending on experience level. The environment offers flexibility and later hours, suitable for someone with prior hands-on experience seeking a desk job. Pay and Benefits The pay range for this position is $23.00 - $25.00 Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: • Medical, dental & vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life & AD&D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Grand Rapids,MI. Application Deadline This position will be accepting applications until Jan 23, 2025. About Actalent Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 30,000 consultants and more than 4,500 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. Diversity, Equity & Inclusion At Actalent, diversity and inclusion are a bridge towards the equity and success of our people. DE&I are embedded into our culture through: + Hiring diverse talent + Maintaining an inclusive environment through persistent self-reflection + Building a culture of care, engagement, and recognition with clear outcomes + Ensuring growth opportunities for our people The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com (%20actalentaccommodation@actalentservices.com) for other accommodation options.