Instrumentation Technical Support Specialist

Instruments Direct is a small but established industrial instrumentation distributor and manufacturer located in Canton / Holly Springs GA.

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The Instrumentation Technical Support Specialist provides front-line assistance to customers and internal teams for our industrial instrumentation products. This position combines hands-on troubleshooting with customer interaction, documentation, and product knowledge development to ensure a high standard of technical support and customer satisfaction.

• Primary Duties and Responsibilities
• Provide Technical Assistance :

Serve as the primary contact for customers and distributors requiring support with installation, configuration, calibration, and operation of instrumentation products (flow, level, etc).

Troubleshoot and Diagnose Issues :

Analyze product performance problems (hardware, firmware, or application-related) and guide customers through corrective steps by phone, email, or remote session.

Document Support Cases :

Record customer interactions, troubleshooting steps, and resolutions in the company’s CRM or support system to ensure traceability and improve future responses.

Develop and Maintain Knowledge Resources :

Create and update standard operating procedures (SOPs), troubleshooting workflows, internal knowledge base articles, and training materials.

Perform Product Testing and Evaluation :

Recreate customer issues, verify firmware revisions, and assist with QA testing of new hardware or software releases.

Assist Sales and Order Processing Team :

Provide technical insight for quotations, product selection, and compatibility questions as needed.

Support Warranty and RMA Processes :

Help customers identify potential product failures, determine warranty eligibility, and coordinate return, repair, or replacement procedures.

Provide Training and Product Demonstrations :

Conduct remote or onsite training sessions for customers, distributors, and internal staff on instrumentation setup, diagnostics, and best practices.

Monitor Support Trends and Recommend Improvements :

Track recurring issues, identify opportunities for training or product enhancement, and suggest process improvements to streamline customer support operations.

Required Skills

The ideal candidate will possess :

Strong technical aptitude with ability to understand and explain concepts related to flow, level, and process instrumentation.

Proven troubleshooting skills across electrical, electronic, and firmware systems.

Excellent written and verbal communication skills for interacting with customers and internal teams.

Proficiency in using CRM or support ticketing systems to document and track cases.

Ability to interpret manuals, wiring diagrams, technical drawings, and product specifications.

Competent with basic test equipment (multimeter, signal generator, etc.) and software tools for configuration or diagnostics.

Strong organizational skills with attention to detail and follow-through.

Comfortable working independently in a fast-paced support environment while maintaining a customer-focused attitude.

Education & Experience

Associate or Bachelor’s degree in Instrumentation, Electrical Engineering, Industrial Automation, or a related technical discipline (or equivalent hands-on experience).

Experience in technical support, instrumentation, industrial automation, or process control.

Experience supporting or working with flow meters, level sensors, or similar process measurement devices preferred.

Experience creating or maintaining SOPs, training materials, or technical documentation desirable.

Familiarity with calibration, configuration software, and communication protocols (e.g., 4–20 mA, Modbus, HART) is a plus.

Job Type / Schedule

Full time / Monday to Friday / 8 : 30am to 5 : 00pm

Instruments Direct is a growing and great place to work. Check us out at www.InstrumentsDirect.com

Instruments Direct is an Equal Employment opportunity employer. Non-smoking building. Background check required.

No calls, no relocation please. Not a remote work position. Direct hire only, no agencies will be accepted.

Job Type : Full-time

Pay : $55,000.00 - $70,000.00 per year

Benefits :

401(k)

401(k) matching

Paid time off

Application Question(s) :

This position is NOT a computer or network IT position. The ideal candidate will be learning and supporting equipment (industrial instrumentation) such as flow meters. Please acknowledge with a YES.

Please explain why you would be a good fit for this position.

Location :

Canton, GA 30114 (Required)

Ability to Commute :

Canton, GA 30114 (Required)

Work Location : In person