Hardware Support Specialist - Swing Shift (Remote)

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 role has two distinct phases, and both are requirements:

• Weeks 1–6 — Training, onsite: You'll work in person at LVT's American Fork, UT headquarters, 9:00 a.m. to 5:00 p.m., Monday through Friday, training alongside the full team.
• Week 7 onward — Fully remote, swing shift: Once training is complete, you'll work fully remote on a swing shift of 3:00 p.m. to 11:30 p.m., Monday through Friday.

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 failures 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 the replacement parts needed to complete each repair.
• Document every technician interaction accurately and completely so the next person picks up a clear case.
• Resolve a high percentage of incoming requests independently once trained, escalating when a problem needs engineering input.
• Support technicians during evening hours, when field crews on later schedules depend on a responsive team behind them.

OUR IDEAL CANDIDATE

• Multimeter Proficiency: Comfortable using a multimeter to troubleshoot low-voltage DC systems. This role works on physical electrical and mechanical hardware, not computers or IT equipment.
• Hands-On Trade Background: Experience assembling or repairing mechanical and electrical components—automotive, electrical, HVAC, solar, appliance, or home-systems trades all welcome. No degree required.
• Self-Directed Problem Solver: Researches and resolves technical issues using manuals, training materials, and case history.
• Diagnostic Judgment: Able to distinguish a component failure from a configuration issue and commit to a call.
• Clear Communicator: Directs technicians confidently over the phone under time pressure, translating what they're seeing into next steps.
• Detail-Oriented Documentation: Captures accurate, complete records of every technician interaction.
• Swing Shift Availability: Able to work a consistent 3:00 p.m. – 11:30 p.m. schedule (remote) once trained, and available to come onsite to our HQ in American Fork from 9:00 a.m. – 5:00 p.m., Monday through Friday, during the first six weeks of training.
• Eligible for Alarm Agent Registration: Able to register with the State of Utah as an Alarm Agent, which requires a federal background check and fingerprinting.