Job Summary

A hire opportunity is available for a Technical Service & Scheduling Specialist in Charlotte, NC. This role is ideal for a hands-on technical professional who enjoys solving complex industrial machinery issues while also coordinating service activity from an office-based environment.

The Technical Service & Scheduling Specialist serves as a primary technical contact for customers, helping diagnose equipment issues, answer service questions, and schedule field service technicians for timely support. This position offers a strong blend of technical troubleshooting, customer interaction, service coordination, and team support.

This is a great opportunity for someone who wants to apply mechanical, electrical, and hydraulic expertise in a stable, customer-focused environment with limited travel. The role works closely with customers, technicians, parts, warranty, and internal service teams, making it well suited for a collaborative professional who enjoys being a trusted technical resource.

Key Responsibilities

- Serve as a primary technical support contact for customers needing equipment troubleshooting, service guidance, maintenance support, repairs, upgrades, accessories, and warranty-related assistance.
- Diagnose mechanical, electrical, hydraulic, and machine-control issues remotely by phone, email, schematics, drawings, and customer-provided details.
- Evaluate customer service requests, determine urgency, prioritize service needs, and schedule or dispatch field service technicians accordingly.
- Coordinate service appointments, communicate technical findings, and provide technicians with accurate customer, machine, and issue information before dispatch.
- Provide advanced troubleshooting support to field service technicians and serve as an escalation resource for complex equipment problems.
- Track open service requests, follow up on completion status, and coordinate with internal teams regarding parts, warranty, documentation, and recurring service issues.

Compensation and Benefits

- Direct hire opportunity.
- Salary range: $65,000 to $70,000 per year.
- Location: Charlotte, NC.
- Primarily on-site role.
- Approximately 15 to 25 percent travel may be required for complex service situations, customer support, training, installations, or other needs requiring senior technical expertise.

Required Qualifications and Skills

- Provide remote technical troubleshooting for industrial machinery and determine whether issues can be resolved remotely or require on-site service.
- Schedule, prioritize, and dispatch field service technicians based on urgency, location, technical needs, and technician capabilities.
- Support field technicians with advanced electrical, hydraulic, mechanical, and machine troubleshooting.
- Coordinate customer service requests, technical documentation, warranty support, parts identification, and internal follow-up.

- 3 to 5 years of relevant technical service, field service, or industrial machinery troubleshooting experience.
- Strong hands-on knowledge of mechanical, electrical, and hydraulic systems.
- Ability to read and interpret electrical drawings, hydraulic drawings, and technical schematics.
- Experience diagnosing equipment problems remotely through conversations with customers and technicians.
- Strong customer service skills with the ability to explain technical information clearly to people with varying levels of technical knowledge.
- Strong organizational, scheduling, and follow-up skills.
- Ability to manage multiple service requests, changing priorities, and time-sensitive customer needs.
- Comfortable making decisions related to service urgency, technician assignment, troubleshooting direction, and escalation.
- Strong computer skills with the ability to accurately document service activity and customer information.

Preferred Qualifications

- Bandsaw or metal-cutting machinery experience.
- Experience supporting machine installations, upgrades, repairs, accessory installations, and customer training.
- Background assisting with warranty issue diagnosis and resolution.
- Experience coaching or supporting the technical development of field service team members.

Equal Opportunity Employer / Disabled / Protected Veterans

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https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.