Internal Technical Service Representative

Position Summary

The Internal Technical Service Representative plays a critical role in supporting Spieth’s after-sales service, installation, and inspection programs.

This position is responsible for creating and maintaining technical documentation, assisting with part identification, and serving as a key liaison between Engineering, Sales, Customer Service, and Field Technicians.

This role will directly contribute to increasing service revenue, improving technician efficiency, and elevating the customer experience by ensuring accurate, accessible, and technician-friendly documentation and tools are available across all product lines.

This position reports to the Director of Technical Services (Global)

Key Responsibilities

– Collaborate with Engineering to document and validate spare parts for all Spieth-manufactured products

– Create and maintain installation instructions, illustrated parts breakdowns, inspection checklists and internal service guides and FAQs

– Translate technical specifications into formats usable by technicians, sales, and customer service

– Build and manage a searchable internal knowledge base (e.g., SharePoint)

– Support internal teams with part identification and compatibility questions

– Prioritize documentation based on service frequency, product complexity, and sales volume

– Assist in the onboarding of new technicians by providing technical reference materials

– Develop digital tools and resources with our IT department (e.g., inspection apps, mobile forms, checklists) to support field technicians and improve service consistency

– Create new standard parts in Spieth’s internal systems where documentation or pricing is missing

– Assist in pricing custom goods by working with Engineering and Sales to ensure accurate costing and quoting

Required Qualifications

– 3+ years of experience in technical writing, product documentation, or technical support

– Strong understanding of mechanical systems or sports equipment (gymnastics preferred)

– Ability to interpret engineering drawings and translate them into user-friendly formats

– Proficiency in Microsoft Office, SharePoint, and basic diagramming tools (e.g., Visio, Lucidchart)

– Experience with digital form builders or app platforms (e.g., Microsoft Power Apps, Jotform, Typeform)

– Familiarity with ERP or product data systems for part creation and pricing

– Excellent written communication and organizational skills

– Collaborative mindset with the ability to work cross-functionally

Preferred Qualifications

– Experience working with product lifecycle management or ERP systems (e.g., AX, SAP)

– Familiarity with CAD software or exploded view generation

– Multilingual or experience creating documentation for international audiences

Success Metrics

– Number of product lines documented and published

– Reduction in technician support requests due to improved documentation

– Increased accuracy and speed of part identification by sales and customer service

– Adoption and usage of digital inspection tools by field technicians

– Number of new parts created and priced in internal systems

– Positive feedback from technicians and internal sales/customer service