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.