Technical Product Support Specialist

About Us Metrix is a global leader in industrial condition monitoring and machinery protection solutions. Headquarters in Houston, Texas, we serve customers in more than 40 countries through direct sales and service professionals, along with a strategic network of instrumentation partners. For over 50 years, we have helped leading manufacturers and operators protect critical rotating and reciprocating machinery used in power generation, oil & gas, manufacturing, and other industrial applications. Our innovative products are trusted worldwide for their reliability, simplicity, and performance. Job Summary The Technical Support Specialist provides technical support, product troubleshooting, testing, and field service assistance for Metrix products and systems. This position serves as a primary technical resource for customers and internal stakeholders by investigating product issues, providing application guidance, supporting product validation activities, and assisting with field service activities. The position works closely with Engineering, Product Development, Sales, and Operations to ensure effective resolution of customer issues and successful implementation of Metrix products in industrial applications.   Key Responsibilities: Customer Technical Support

Respond to customer inquiries regarding products, applications, installation, operation, and troubleshooting. Research and diagnose technical issues and provide timely, accurate resolutions to customers. Document customer inquiries, troubleshooting activities, and resolutions in designated systems. Provide technical support as required. Serve as first-line support during assigned call coverage periods.

Product Testing & Validation

Configure, operate, and test Metrix products to diagnose customer issues and verify product performance. Conduct laboratory testing to support customer problem resolution and product validation activities. Assist Product Development and Engineering teams by evaluating product functionality, features, and performance. Prepare test documentation, reports, and recommendations based on findings.

Field Service Support

Perform field service activites including installation support, troubleshootng, commissioning, inspections, and customer training. Travel to customer facilities to provide on-site technical support and resolve product-related issues. Follow all company and customer safety requirements. Prepare field service reports and communicate findings to customers and internal stakeholders.

Technical Development

Develpp and maintain technical knowledge of product, vibration monitoring systems, instrumentation, and related technilogies. Develop working knowledge of industrial machinery, rotating equipment, and customer applications within the oil and gas, power generation, petrochemical, and related industries. Participate in product, technical, and safety training.

Cross-Functional Support

Collaborate with Engineering, Product Development, Manufacturing, Quality, and Sales teams to support product improvements and customer satisfaction. Provide technical input regarding product performance, customer feedback, and potential product enhancements. Support special projects and other duties as assigned.

Associate degree, technical diploma/certificate, military electronics training, or equivalent combination of education and experience in electronics, electrical systems, instrumentation, mechanical technology, or a related technical field. Working knowledge of electronic components, circuits, and basic electrical principles. Ability to read and interpret wiring diagrams, schematics, technical manuals, and specifications. Strong analytical, troubleshooting, and problem-solving skills. Ability to perform practical mathematical calculations, including fractions, decimals, percentages, algebraic formulas, and unit conversions. Strong verbal and written communication skills.