Product Support Representative

Company Overview: LogistiQ Integration Solutions is a dynamic and rapidly growing conveyor system integrator dedicated to providing turn-key innovative solutions to the retail, ecommerce & distribution market. In our 750,000 sq ft facility located in Port Clinton, Ohio you will find a team of innovators dedicated to building solutions that solve our customers evolving needs.

At LogistiQ, our core values of integrity, innovation, accountability, and collaboration are the cornerstones of our success. Integrity is at the heart of everything we do, ensuring honesty and transparency in our actions. Innovation drives us to constantly seek creative solutions and push the boundaries of what's possible. Accountability means we take responsibility for our work and uphold the highest standards. Collaboration fuels our collective strength, bringing together diverse perspectives to achieve common goals. By embracing these values, we foster a culture that not only delivers exceptional results but also makes LogistiQ a great place to work.

Job Summary: We are seeking a motivated and dependable Product Support Representative to join our team. In this role, you will be the first line of support for customers and internal stakeholders, providing expert troubleshooting and problem resolution via our 24/7 support hotline and service email. You'll also manage warranty order processing and contribute to customer satisfaction through responsive, solution-oriented service. This position is ideal for a detail-oriented individual who enjoys solving problems, thrives in a fast-paced environment, and is eager to learn the technical ins and outs of our products.

Essential Duties and Responsibilities: including the following: (Other duties may be assigned.)

• Deliver high-quality technical assistance to both internal and external customers.
• Troubleshoot and resolve product issues; escalate complex problems when necessary.
• Process and follow up on warranty orders and related service requests.
• Provide rotational coverage of LogistiQ's 24/7 technical support hotline and service inbox.
• Maintain accurate records of service calls, customer feedback, and issue resolution.
• Master the technical aspects of LogistiQ products to support accurate diagnostics.
• Utilize ERP and CRM systems to track support activity and manage workflow.
• Contribute to continuous improvement initiatives related to customer service.

Supervisory Responsibilities:

• None

Travel Demands:

• This position may require occasional travel.

Qualifications and Skill Requirements:

• Strong written and verbal communication skills.
• Excellent organizational abilities and attention to detail.
• Positive, professional attitude and high energy.
• Ability to prioritize and manage multiple requests simultaneously.
• Strong problem-solving skills and team-oriented mindset.
• Comfortable working in a fast-paced and sometimes high-pressure environment.
• Proficient in Microsoft Office Suite; ability to quickly learn new systems.
• Mechanical aptitude and familiarity with engineered products preferred.
• Ability to read and interpret technical documents, manuals, and professional publications.
• Ability to draft clear and professional business correspondence and reports.
• Strong basic math skills for data analysis and order processing.

Education and Experience:

• Associate degree in Business Administration, Marketing, Office Administration, or a related field preferred
• Minimum of 2 years of experience in a customer service, technical support, or office environment-ideally within a manufacturing or industrial setting

Physical Demands:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Work Environment:

• The work environment is pleasant, temperature controlled, professional office environment in a manufacturing setting. The employee works in an office setting but does have frequent interaction with the shop floor. On the shop floor, the employee is exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is mixed and the air temperature fluctuates with the seasonal weather.

AAP/EEO Statement: LogistiQ Integration Solutions firmly believes in equal employment opportunity for all and the importance of each employee as an individual. It is the policy of LogistiQ Integration Solutions that there will be no discrimination against any employee or applicant for employment based on race, religion, creed, color, national origin, citizenship, marital status, sex, age, sexual orientation, gender identity, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status. It is the policy of LogistiQ Integration Solutions that we will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, religion, creed, color, national origin, citizenship, marital status, sex, age, sexual orientation, gender identity, protected veteran status, political ideology, ancestry, the presence of any physical, sensory, or mental disabilities, or other legally protected status, and we will ensure that all employment decisions are based only on valid job requirements. A strong commitment from each employee is necessary to ensure equal employment opportunity for all.