Technical Support Specialist - Remote Equipment Systems

POSITION SUMMARY

Join Matthews International, the global leader in cremation technology, with over 5,000 systems installed worldwide.

In this role, you’ll support our advanced M-Pyre system, a cutting-edge platform that enables remote access and monitoring of cremation equipment across the globe. As a Technical Support Specialist, you will partner with funeral homes and crematories to deliver reliable, real-time support—helping ensure critical operations run smoothly.

This is an excellent opportunity for individuals with technical aptitude, customer support experience, or those with a background (or interest) in the deathcare or cremation industry.

Perks

• Clear career advancement for continued growth and development!
• Medical, Dental & Vision: Enjoy peace of mind with our comprehensive benefits package effective day 1, including an employer HSA (Health Savings Account) contribution.
• Earned Time Off: Recharge and rejuvenate with earned time off to spend on your terms.
• Paid Holidays: Celebrate special moments and create lasting memories with paid holidays.
• Financial Perks: 401(k) program with company match as well as an Employee Stock Purchase Program.
• Education Perks: We believe in your continued growth and offer educational assistance to support your professional development.
• Dependent Scholarship Opportunities: We care about your family's future, which is why we provide opportunities for your dependents to pursue their educational dreams.

WHY JOIN MATTHEWS

• Work with industry-leading, innovative technology
• Be part of a global organization with a meaningful mission
• Gain specialized experience in a unique and growing field
• Opportunity to develop technical and customer-facing skills

JOB RESPONSIBILITIES

• Offers technical support to customers, sales, distributors, field service and operations via telephone, internet and/or field environment.
• Solves complex problems regarding technical support.
• Sets up online customers using web interface.
• Route incoming calls to appropriate department.
• Documents all support provided in Team Viewer and Salesforce, and other websites.
• Creates inventory lists for needed parts and/or equipment.
• Estimates repair and/or product costs.
• Participates in problem solving and root cause analysis with the customer.
• Provides training for internal/external employees on technical support.
• Additional duties as assigned.

QUALIFICATIONS / REQUIREMENTS

• Associate’s degree or equivalent from two-year college or technical school in Information Technology or related field preferred.
• 2+ years of previous technical support experience; or equivalent combination of education and experience.
• High degree of proficiency with Windows OS, Android, and Apple devices, Microsoft Office Suite (especially Outlook), Internet-based applications and tools.
• Experience in the cremation or deathcare industry is a plus.
• Mechanical and electrical aptitude, including the ability to guide others in using tools for equipment setup, installation, or calibration.
• Experience with CRM or remote support tools (e.g., Salesforce, TeamViewer).
• Strong problem-solving and analytical skills.
• Effective verbal and written communication skills.
• Ability to prioritize, multitask, and work in a fast-paced environment.
• Self-motivated with strong attention to detail, deadlines, reporting and follow-through.
• Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as internal and external clients.
• Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.
• Ability to work overtime as necessary
• Occasional travel either locally, nationally, and/or internationally may be required

PHYSICAL ASPECTS / WORK ENVIRONMENT

• Regularly required to stand; walk; sit; and talk, hear and see.
• Occasionally lift and/or move up to 10 pounds. 

* Reasonable accommodation may be made to enable individuals to perform the essential functions.