Technical Support Specialist

Marlen, headquartered in Riverside, MO is recognized as a global designer and manufacturer of highly engineered and innovative food processing equipment and systems. Our premium products have long set the standard for quality and performance in vacuum stuffing and pumping, portioning, size reduction, thermal processing, and food handling. Marlen has been trusted by the world’s leading food brands for 70 years. Our world-class Solution Centers strategically located across the globe allow processors to lean on our highly experienced food processing technologists to develop and test unique solutions for your products.

POSITION SUMMARY:

The Technical Support Specialist serves as a frontline technical resource for customers across the full product portfolio. This role provides responsive, knowledgeable support to diagnose equipment issues, identify root causes, and determine effective corrective actions.

Using technical expertise, product knowledge, equipment documentation, and strong problem-solving skills, the Technical Support Specialist guides customers through troubleshooting and resolution. Solutions may include equipment adjustments or settings, replacement parts, remote or telephone support, or coordinating on-site field service. The role works closely with Engineering, Field Service, Parts, and other internal teams to ensure customer issues are resolved accurately and in a timely manner.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide customers with timely and effective support for technical inquiries and equipment issues.

• Troubleshoot mechanical, electrical, controls, and equipment performance issues to identify root causes and recommend corrective actions.

• Coordinate the resolution of customer issues by engaging Engineering, Field Service, Parts, and other internal technical resources as needed.

• Support the Marlen Parts team with identification of replacement parts and appropriate alternative or substitute parts to meet customer needs.

• Create, manage, document, and close technical support cases within the case management/ticketing system.

• Coordinate field changes and corrective actions, including defining the scope of work and driving activities through completion.

• Maintain timely and accurate documentation of customer issues, troubleshooting activities, recommendations, and resolutions.

• Provide equipment reliability and field performance feedback to Engineering and collaborate on product and equipment improvements.

• Partner with Engineering to develop field solutions for obsolete, discontinued, or difficult-to-source components.

• Manage customer requests for equipment modifications, upgrades, and rebuilds, ensuring the scope and technical requirements are clearly defined and accurately quoted.

• Participate in technical training, technician meetings, and product development activities as required.

• Follow all company, customer, and applicable industry safety requirements and safe work practices.

• Other assigned duties