Lead Internal Support Technician

2026-01-27

The Lead Internal Support Technician serves as the primary escalation point for complex internal technical support cases and provides guidance and mentorship to internal support staff and field technicians. In addition to supporting dynamic checkweighers, X-ray, metal detection, and serialization systems, this role will also oversee the Trade Show Support Program—ensuring all demonstration equipment is in excellent working condition and properly maintained before and after events.

Key Role and Responsibilities

Serve as a senior in-house technical resource for diagnosing and resolving issues across Wipotec’s full product line.
Mentor and assist junior technicians in troubleshooting procedures and customer interactions.
Provide root cause analysis and resolution for escalated support tickets.
Interface with engineering and development teams for unresolved issues or complex bugs.
Ensure timely, clear communication with internal and external stakeholders regarding support cases.
Properly escalate unresolved issues to appropriate internal teams (e.g. software developers).
Ensure all issues are properly logged.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their systems are fully functional after troubleshooting.
24/7 On-Call Tech Support by rotation schedule.

Trade Show Support Program Lead:

Own the end-to-end process of preparing, maintaining, and recovering machines used for trade shows and demonstrations.
Coordinate with Marketing, Sales, and Service to plan technical support for upcoming shows.
Ensure all show equipment is software-current, hardware-undamaged, clean, and fully functional.
Oversee inspection and repair of returned show equipment and maintain a clear inventory record.
Develop checklists, maintenance routines, and logs for show machine tracking.
Build and lead a small internal team responsible for show machine readiness and logistics.

Qualifications:

Bachelor’s degree in Engineering, Computer Science, or a related technical field—or equivalent industry experience.
Minimum 5 years’ experience in a technical support or field service engineering role, preferably involving IPC-based industrial equipment.
Strong diagnostic and analytical skills, with the ability to guide others.
Experience with technical documentation, internal ticketing systems, and remote support tools (e.g., TeamViewer).
Proficient in reading electrical schematics and understanding serial/Ethernet communications.
Familiar with industrial automation systems and related hardware/software platforms.

Preferred Skills:

Strong leadership and organizational capabilities.
Excellent written and verbal communication skills.
Experience managing logistics and maintenance of demo or trade show equipment is a plus.
German and/or Spanish language proficiency is an asset.
Ability to lift heavy objects and work in various environments.

Additional Notes:

Must hold a valid passport and be prepared for occasional international travel.
On-call support rotation required.

Compensation

Compensation includes competitive salary, overtime, and bonus eligibility

Benefits

Health and Dental Insurance
Health Savings Account (HSA)
Life Insurance,
Short- and Long-Term Disability Insurance
Retirement Plan
Profit Sharing Plan
Paid Holidays
PTO

Submit Resume

We are looking forward to receiving your resume and cover letter. Please submit directly to hr.us(at)wipotec.com, you can also mail us your resume to: WIPOTEC-OCS, Inc. | c/o HR Department | 825 Marathon Parkway | Lawrenceville, GA 30046

EEO Statement

We are an equal opportunity employer and value diversity at our company. We give consideration for employment without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity, genetic information, protected veteran status, or any other protected classification. Learn your EEO rights as an applicant under the law.

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