Technical Support Specialist

Goff's Performance Solutions is seeking a detail-oriented and technically capable Technical Warranty & Parts Specialist to support our growing operations. This role is responsible for assisting the technical support team with end-to-end warranty process, managing parts and RMA (Return Merchandise Authorization) transactions, and delivering exceptional customer support. The ideal candidate combines strong mechanical and/or electrical aptitude, with excellent technical and customer communication skills and a high level of ownership. This role is critical in ensuring a seamless experience for both customers and internal stakeholders., Warranty Management

• Assist in supporting the warranty lifecycle from claim submission through resolution
• Evaluate warranty claims for eligibility using technical knowledge and company policies
• Coordinate with internal teams to resolve warranty issues
• Track, analyze, and report warranty trends to identify root causes and improve product quality
• Ensure timely communication with customers regarding claim status and outcomes

Parts & RMA Processing

• Process customer orders for replacement parts accurately and efficiently
• Initiate and manage RMAs, including returned product tracking and disposition
• Coordinate with warehouse and logistics teams to ensure timely shipment and receipt of parts
• Maintain accurate records of parts inventory movements related to warranty and service
• Ensure proper documentation and compliance with company procedures

Technical Support & Customer Interaction

• Serve as a point of contact for customers requiring technical support, warranty assistance, or parts inquiries
• Diagnose and troubleshoot product issues via phone, email, or site visits
• Provide clear, professional communication and solutions in a timely manner
• Build strong relationships with customers, dealers, and internal teams
• Escalate complex technical issues as needed while maintaining ownership of resolution

Do you have experience in Technical Proficiency?, * 2-5+ years of electrical, mechanical, or technical support experience

• Strong mechanical or electrical skills and technical aptitude (manufacturing, industrial, or similar environment preferred)
• Experience handling warranty claims, RMAs, or parts order processing
• Excellent customer service and communication skills
• Strong organizational skills with high attention to detail
• Ability to manage multiple priorities and follow through on commitments
• Proficiency with ERP systems (NetSuite preferred), CRM tools, and Microsoft Office, * Experience in industrial equipment, manufacturing, or electrical equipment
• Familiarity with warranty analytics and root cause analysis
• Experience working cross-functionally with engineering and operations teams
• Continuous improvement mindset (Lean, Six Sigma, etc. is a plus)

Key Competencies

• Ownership Mindset: Takes full responsibility for customer issues and drives them to resolution
• Technical Expertise: Understands products and systems enough to diagnose and resolve issues
• Customer Focus: Delivers a high-quality service experience with professionalism and urgency
• Strong Communication: Excellent communication skills with customers and internal teams
• Attention to Detail: Ensures accuracy in documentation, orders, and warranty decisions
• Problem Solving: Identifies root causes and contributes to continuous improvement efforts

Pulled from the full job description

• Referral program
• Tuition reimbursement
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Tuition reimbursement
• Vision insurance