Technical Support Specialist
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Summary
Technical Support Specialist at a commercial door hardware manufacturer in Lancaster, PA. Day to day, they take customer calls and messages to troubleshoot mechanical and electronic door hardware (including the Spirit line and OEM products), handle RMAs and ticketing, and diagnose firmware, mobile app, and connectivity issues.
About PDQ
PDQ Manufacturing is a Lancaster, Pennsylvania–based manufacturer of commercial door hardware, serving a wide range of architectural and institutional markets. Our product offerings include architectural commercial-grade mortise locks, cylindrical locks, deadbolts, hinges, door closers, exit devices, flat goods, and electronic locking solutions. PDQ is committed to quality craftsmanship, continuous improvement, and a safe, respectful workplace.
Position Summary
The Technical Support Specialist reports directly to the Technical Support Manager and is responsible for assisting customers with technical issues or questions relating to PDQ Door Hardware. The role also supports our electronic hardware line, Spirit, as well as multiple OEM electronic partners. The Technical Support Specialist takes phone calls from customers or communicates with them through messaging platforms, helping customers diagnose technical issues over the phone, and speaks with them about installing door hardware.
Essential Functions
- Assisting customers with their questions or concerns via different platforms of communication — including general order questions, missing order information, troubleshooting, replacement hardware, or general complaints or concerns
- When needed, using PDQ's physical inventory, manufacturing team, or PDQ's employee knowledge base to help with questions or to help in the decision-making process
- Evaluating RMAs and helping determine whether returned products are defective
- When needed, assisting Customer Service with technical questions they might receive directly from the customer via email or telephone
- Monitoring ticketing systems and online messaging systems for new requests from customers
- Investigating, composing, and taking RMAs to completion, including tracking returns
- Providing customers with additional information on a case-by-case basis (e.g., product pictures, literature, pricing, etc.)
- Troubleshooting technical issues related to firmware, mobile app, or hardware for Spirit or OEM customers
Qualifications
- Familiarity and understanding of mechanical principles/concepts and general construction knowledge, including hardware
- Working knowledge of electrical and electronic hardware, including low-voltage wiring, power supplies, and basic diagnostic tools (e.g., multimeters)
- Experience with Android and iOS applications related to door hardware, including app-to-device pairing and connectivity troubleshooting
- Familiarity with wireless connectivity protocols used in smart locks (Bluetooth Low Energy, Wi-Fi, Zigbee/Z-Wave) and the ability to diagnose connectivity or pairing failures
- Ability to interpret firmware version issues, update failures, and error codes/logs from lock hardware or companion apps
- Comfort reading technical specs, wiring diagrams, or integration documentation to troubleshoot OEM partner hardware
- Experience working within ticketing/CRM systems to document technical cases and manage RMA evaluations
- Strong organizational skills
- Good attention to detail with good judgement
- Must be able to multitask and maintain a professional demeanor in potentially stressful situations
- Self-motivated while working independently on most tasks
- Must be a team player
- Eagerness to continue learning
Work Environment
- Schedule: Monday–Friday, 8:00 AM – 4:30 PM (subject to change based on business needs)
- Frequent sitting for extended periods of time
- Noise level is typically low to moderate, consistent with a standard office environment
- Frequent use of hands for typing, writing, and operating standard office equipment (phone, keyboard, mouse)
- Ability to communicate clearly (talk/hear) in person and by phone
- Occasional bending, stooping, reaching, or kneeling to access files or supplies
- Occasional need to enter plant floor areas which require proper PPE
- Reasonable accommodations may be made to enable individuals with disabilities to perform essential function
Benefits
- 401(k) with company match
- Medical insurance
- Dental insurance
- Vision insurance
- Health Savings Account (HSA)
- Company-paid life insurance and short-term disability (STD)
- Paid time off (PTO) with accrual
- Paid holidays
Equal Employment Opportunity & Compliance Statement
PDQ Manufacturing is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
PDQ Manufacturing complies with applicable provisions of Pennsylvania and federal employment laws, including but not limited to OSHA safety standards, immigration eligibility verification (Form I-9), etc. In accordance with the Americans with Disabilities Act (ADA) and the Pennsylvania Human Relations Act (PHRA), reasonable accommodations will be provided to qualified individuals with disabilities to enable them to perform the essential functions of the position, unless doing so would result in undue hardship.
Employment with PDQ Manufacturing is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause or notice, consistent with applicable law.
Pre-employment background checks, drug screening, and employment eligibility verification (E-Verify) will be required, as permitted by law.
