Hardware Support Specialist

ABOUT THIS ROLE

LVT's Hardware Support Specialists are the technical backbone connecting our field service network to fast, effective repairs. On this small, high-performing team, you'll diagnose the mechanical and electrical issues behind every service call — guiding field technicians in real time using multimeters, battery diagnostics, and historical data on voltage, current, temperature, and relay states. This role suits tradespeople from automotive, electrical, or home-systems backgrounds ready to apply hands-on troubleshooting expertise from an office setting, delivering expert guidance without leaving the desk.

This is an in-office role based at LVT's American Fork, UT headquarters. This position also requires registering with the State of Utah as an Alarm Agent, which includes a federal background check and fingerprinting — separate from LVT's standard employment background check.

ROLE RESPONSIBILITIES

• Diagnose electrical and mechanical issues in real time using voltage, current, temperature, and relay-state data

• Direct field technicians by phone through troubleshooting, root-cause identification, and resolution

• Guide technicians through mechanical challenges encountered during installation or repair

• Reference case history and diagnostic charts to resolve recurring or complex hardware issues

• Identify and report replacement parts needed to complete repairs

• Document every technician interaction accurately and completely for case continuity

• Resolve a high percentage of incoming requests independently, escalating only when necessary

OUR IDEAL CANDIDATE

• Multimeter Proficiency: Comfortable using a multimeter to troubleshoot low-voltage DC systems

• Hands-On Trade Background: Experience assembling or repairing mechanical and electrical components — automotive, electrical, or home-systems trades welcome

• Self-Directed Problem Solver: Researches and resolves technical issues using manuals, training materials, and case history

• Diagnostic Judgment: Able to definitively distinguish between a component failure and a configuration issue

• Clear Communicator: Directs technicians confidently over the phone under time pressure

• Detail-Oriented Documentation: Captures accurate, complete records of every technician interaction