Location: Brighton, MI / Southeast Michigan – Onsite Customer Support
Position Overview
Lowry Solutions is seeking a Tier Two Support Technician to provide advanced onsite and remote technical support for customers throughout Southeast Michigan. This role serves as a key technical escalation point for field technicians and customers, ensuring high-quality service delivery, strong customer satisfaction, and adherence to service level agreements (SLAs). Supports logistics service, ordering parts, purchasing, shipping, receiving, returning of inventory, and parts delivery to field technicians.
The ideal candidate brings hands-on electro-mechanical experience, strong troubleshooting skills, and a customer-first mindset, with specific expertise supporting industrial printers and related technologies.
Key Responsibilities
- Provide Tier Two technical support to onsite service technicians and customers, primarily via phone, with onsite support as needed
- Troubleshoot, repair, and support Zebra, Honeywell, and Printronix industrial printers
- Serve as a technical escalation resource to ensure timely and effective incident resolution
- Maintain accurate and current incident documentation and technical case notes
- Monitor customer call activity and ensure compliance with SLAs
- Support and reinforce quality service delivery by onsite technicians, with a strong focus on customer satisfaction
- Participate in post-sales technical support and customer education
- Develop, maintain, and deliver technical training and documentation for the service knowledge base
- Conduct scheduled customer visits to assess service quality and satisfaction
- Prepare and submit required reports (e.g., training matrices, escalations, service metrics)
- Maintain technical documentation, product libraries, and Service Playbooks
- Support sales teams and service engineers with technical expertise as needed
- Participate in internal projects and continuous improvement initiatives
- Maintain current vendor technical training and certifications
- Obtain OSHA or customer-required safety certifications as needed
Qualifications
Required Knowledge & Skills
- Strong working knowledge of electro-mechanical systems
- Hands-on experience repairing and supporting Zebra, Honeywell, and Printronix printers
- Excellent troubleshooting, problem-solving, and diagnostic skills
- Strong organizational, time management, and documentation skills
- Effective verbal and written communication skills
- Customer-focused mindset with a commitment to service excellence and retention
- Ability to coordinate people, processes, and technical resources
Education & Experience
- Bachelor’s degree in Electronics Technology or equivalent experience
- 3–5 years of proven technical service experience
- Valid driver’s license with the ability to travel extensively throughout Southeast Michigan
Physical & Work Requirements
- Ability to lift and/or move up to 75 pounds
- Frequent standing, walking, sitting, and use of hands and arms
- Exposure to mechanical components, electrical systems, and moderate noise levels
- Extensive local travel and driving required
Why Join Lowry Solutions?
At Lowry Solutions, we help customers improve efficiency through innovative technology and dependable service. Our service team plays a critical role in maintaining long-term customer relationships and delivering exceptional support across Michigan and beyond.
