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# Product Support Technician

- **Company:** Dawson
- **Location:** Columbus, OH, United States
- **Salary:** $37,440.0 - $41,600.0
- **Contract:** Temporary contract
- **Skills:** Netsuite, Software Troubleshooting, Information Technology
- **Published:** October 20, 2026
- **Apply:** https://www.juju.com/job/15_bd553ffe1

## About the Role

* Naturally curious and enjoys figuring out how things work - you get genuine satisfaction from diagnosing a problem and finding the right answer, whether it's equipment, engines, or everyday mechanical challenges
 * Excellent verbal and written communication skills - you listen carefully, explain clearly, and make customers feel heard and taken care of
 * Able and willing to work required overtime during busy seasons
 * Calm, patient, and empathetic under pressure - you de-escalate tense situations with professionalism and see every interaction through to a resolution
 * Strong troubleshooting and problem-solving skills with sharp attention to detail
 * Enjoys DIY, hands-on work, or tackling projects around the house - a mechanical mindset goes a long way in this role
 * High sense of accountability, teamwork, and follow-through
 * Proficient with computer systems and software; NetSuite or CRM experience is a plus
 * Comfortable working at a high pace in a fast-moving, high-energy environment
 * At least 1 year of customer service, call center, or small engine / outdoor power equipment experience preferred; a genuine interest in learning small engine repair is accepted in place of experience
 * High School Diploma or equivalent required

## Description

* Diagnose product concerns via phone and email, guiding customers through safe mechanical and electrical troubleshooting with clarity and confidence
 * Determine warranty eligibility and recommend appropriate resolution paths - replacement parts, service options, or escalation as needed
 * Document accurate technical case histories in NetSuite, maintaining thorough records for every customer interaction
 * Share recurring product trends and concerns with Quality, Engineering, and Product teams to drive continuous improvement
 * Handle approximately 70 calls and cases daily, delivering solutions in a clear, courteous, and timely manner
 * Continuously grow your product knowledge - becoming a true expert in outdoor equipment and small engines so you can confidently diagnose and solve problems