Technical Product Support Specialist
Role details
Job location
Tech stack
Job description
The Product Support Specialist provides comprehensive technical and customer support for our customer's product line, ensuring efficient issue resolution, accurate order processing, and exceptional service to distributors and end customers. This role combines hands-on technical troubleshooting, clear customer communication, coordination of orders and returns, and active support of sales, marketing, and training initiatives to strengthen product performance and customer satisfaction., * Respond to incoming technical support calls and emails related to the electro-mechanical product in a timely and professional manner.
- Run structured troubleshooting checklists to diagnose and resolve common technical issues related equipment.
- Escalate complex or advanced technical issues to engineering teams with clear, organized documentation and detailed notes.
- Maintain accurate support tickets, troubleshooting records, FAQs, and other support documentation to build a robust knowledge base.
- Follow up with customers and distributors to confirm issue resolution and ensure a positive support experience.
- Support day-to-day processing and coordination of orders and requests for quotation (RFQs).
- Communicate proactively with customers and distributors regarding order status, pricing, lead times, and inventory availability.
- Assist customers with product selection and basic technical guidance to ensure they choose appropriate solutions.
- Follow up on quotations, inbound inquiries, and customer requests to move opportunities forward and close open items.
- Manage warranty claim intake, tracking, and resolution to ensure timely and accurate handling of customer issues.
- Process return material authorizations (RMAs) and coordinate replacement part shipments in alignment with company procedures.
- Collaborate with warehouse and engineering teams to handle returns, replacements, and warranty evaluations effectively.
- Assist with distributor onboarding by providing technical product training and support during the initial ramp-up period.
- Support the development of webinars, product walkthroughs, and training materials to enhance distributor and customer knowledge.
- Serve as a reliable technical resource for distributors and customers, answering questions and clarifying product capabilities.
- Contribute to the creation of technical spec sheets, installation videos, exploded views, and other technical literature.
- Maintain and update product documentation, including installation guides, assembly instructions, and related materials.
- Assist with product photography and the development of distributor-facing materials to support sales and marketing efforts.
- Utilize AI tools and engineering resources to streamline and improve the efficiency and quality of product documentation.
- Stay organized and process-driven in managing multiple support cases, orders, and documentation tasks simultaneously.
Requirements
- Strong mechanical aptitude and proven troubleshooting ability with industrial products or equipment.
- Ability to read and interpret technical drawings and engineering documentation.
- Comfort working with and understanding industrial equipment.
- Strong written and verbal communication skills for clear interaction with customers, distributors, and internal teams.
- Comfortable interacting with contractors, technicians, maintenance personnel, and operators in industrial environments.
- Strong organization and follow-up skills to manage multiple cases, orders, and tasks effectively.
- Detail-oriented and process-driven approach to documentation, support, and order handling.
- Self-directed and able to work independently after initial training and onboarding.
- Customer service experience with a focus on technical support and issue resolution.
- Experience with documentation support, including creating and maintaining engineering and technical documentation.
- Ability to work with engineering documentation and technical drawings as part of daily responsibilities.
Additional Skills & Qualifications
- Preferred: 5-15 years of relevant industrial product experience, ideally in a technical support or product support capacity.
- Proficiency with Microsoft Office tools for documentation, reporting, and communication.
- Hands-on experience with assembly of mechanical or electro-mechanical components.
- Basic understanding of wiring and electrical connections as they relate to industrial equipment.
- Experience supporting distributors or channel partners with technical training and resources.
- Familiarity with creating or maintaining FAQs, spec sheets, installation guides, and other technical literature.
- Comfort using AI tools and collaborating with engineering teams to improve documentation and support processes.
Benefits & conditions
This is a Contract to Hire position based out of Coral Springs, FL.
Pay and Benefits
The pay range for this position is $36.06 - $40.87/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type