After-Sales Customer Support Specialist

Role: After-Sales Customer Support Specialist

Reports to: Technical Solutions Director

Location: New York City, NY (Hybrid)

Salary Range: $70,000 - $85,000

About Us

Prestige Wellness Group is a leader in luxury wellness solutions, designing and delivering award-winning thermal and spa environments for high-end residential and five-star commercial spaces. Headquartered in NYC, we are growing quickly and are driven by delivering exceptional design, technical excellence, and long-term client satisfaction across every project.

About the Role

The Technical After-Sales Customer Support Specialist is the first point of contact for clients after project handover and supports the ongoing performance, reliability, and client experience of Prestige Wellness Group’s installed sauna, steam room, cold plunge, experiential shower, and spa systems.

This is not an IT helpdesk or general customer-service role. The position supports technical service requests related to installed equipment and site conditions, including electrical power and controls, plumbing and water supply, drainage, steam piping, ventilation, equipment operation, and installation-related issues.

The Specialist will gather the correct technical information, use approved troubleshooting guidance and the company Knowledge Base, resolve appropriate issues remotely, and create well-documented Dynamics 365 Cases and Field Service Work Orders when a technician, installer, supplier, or licensed trade is required.

What You’ll Do

• Serve as the primary contact for technical service requests, warranty matters, performance concerns, and maintenance inquiries.
• Conduct first-line remote troubleshooting for related wellness equipment using approved guidance and gather the correct information, including photos, videos, equipment details, and site conditions.
• Create, manage, and close Cases and Field Service Work Orders in Dynamics 365.
• Coordinate technicians, installers, subcontractors, suppliers, Purchasing, Project Management, and Technical Solutions to ensure timely resolution.
• Track warranty and billable work, parts requirements, quotations, service completion, and customer communication.
• Identify recurring technical, installation, product, or supplier issues and support service reporting, KPI development, and continuous improvement.

What We’re Looking For

Required

• 3+ years of experience in technical customer support, field-service coordination, after-sales service, warranty administration, construction service, mechanical/electrical equipment support, or a similar role.
• Practical familiarity with technical products or installed systems involving some combination of electrical power, controls, plumbing, water, drainage, ventilation, mechanical equipment, or construction/installation work.
• Experience using a ticketing, CRM, service-management, or field-service system to manage customer cases through resolution.
• Experience coordinating field technicians, installers, subcontractors, vendors, or service providers.
• Ability to gather technical information from customers by phone and email, including asking the right questions and requesting photos or videos.

Preferred

• Experience in construction, MEP, HVAC, plumbing, electrical, building systems, pools/spas, hospitality engineering, luxury residential service, or technical equipment service.
• Experience with Dynamics 365 Customer Service or Field Service; comparable systems will be considered.
• Experience with warranty claims, spare parts, maintenance contracts, service quotations, and billable versus warranty work.
• Familiarity with sauna, steam, pools, spas, hydrotherapy, cold plunge, or hospitality wellness systems.
• Experience preparing service reports, tracking KPIs, analyzing repeat issues, or presenting service data to management.