Technical Customer Support Representative

Technical Customer Support Representative — HydrolecJacksonville, FL | On-site | Full-time | Hydraulic Power SolutionsWhen a customer’s unit is down, they don’t want a ticket number. They want someone who knows the equipment and actually answers. This role exists to be that person — and to get every customer back up and running.Hydrolec has been building custom-engineered hydraulic power units since 1985. Nearly four decades in, we are still growing. We are a company with deep roots and aggressive goals. We are not looking for someone to close tickets. We are looking for someone to own the fix.Our Core ValuesFamily First — We treat our customers the way we would treat our most valued family members. Genuine investment, honest communication, the courage to have hard conversations. It is not permissiveness. It is not softness. It is the standard of care that keeps great relationships intact for decades.Sky’s the Limit — We do not accept “we can’t” as a final answer. The best troubleshooters find creative paths forward, not reasons why something didn’t work.All Hands on Deck — No task is beneath you. When a customer has an issue, you own it, coordinate the solution, and close the loop. Every time.What Success Looks Like After 12 Months• Customers call us first when something goes wrong — most issues are resolved on the first call• You know the product cold — hydraulic circuit and control panel alike• Downtime is short — warranty claims, RMAs, and emergencies move fast; customers never follow up twice• The knowledge base exists because you built it — common failure modes documented and used• Internal teams trust your field reports — recurring issues get fixed at the sourceWhat You Will Work On• Be the first call when a customer’s unit is down — own every case through resolution• Troubleshoot control panels (PLCs, relays, sensors, motors) and hydraulic circuits by phone• Identify replacement parts from schematics and BOMs; quote and coordinate availability• Own warranty claims and RMAs end to end• Build the troubleshooting knowledge base; feed field issues back to Engineering• Travel to customer sites (15%+) for repairs, emergencies, and training• Provide occasional after-hours support for customer emergencies on a best-effort basisWho You Are• An owner — you treat every customer issue as your responsibility• A diagnostician — you isolate root causes from incomplete information• Organized and follow-through driven — nothing slips; commitments are kept• Calm under pressure, a clear communicator, a hands-on learnerWhat We Need• 3+ years troubleshooting commercial or industrial equipment in technical support, field service, or maintenance• Strong electrical troubleshooting (control panels, motor starters, VFDs, sensors) and hands-on PLC experience — reading ladder logic and modifying existing programs across platforms• Willing to travel 15%+ with a valid driver’s license; hydraulic experience a strong plus — we will teach the right personBenefitsHealth, dental & vision | 401(k) match | Maternity & paternity leave | Accident insurance & Employee sponsored life insurance | Monthly employee lunch | On-site fitness roomHow to ApplySubmit your resume and a one-page cover letter answering these two questions:1. Walk us through the toughest troubleshooting problem you have solved — ideally one you diagnosed remotely. How did you isolate the root cause, and what was the outcome?2. Describe a time you supported a frustrated customer whose equipment was down. How did you handle the person and the problem, and what happened?Send to: recruiting@hydrolec.netWe read every letter. Generic responses will not advance. Tell us something real.