Ceramic Tech Support and Kiln Systems Specialist

Be the expert behind artists and educators everywhereAt AMACO, creativity is our craft and our legacy. Since 1919, we’ve shaped the ceramics world with safe, high-quality materials and equipment. As a third-generation, family-owned company, we believe making art builds skills, well-being, and community. You’ll join a culture that prizes innovation, learning, and continuous improvement—where every voice, from the studio floor to our offices, helps us serve makers better.What your day looks likeYou start by reviewing overnight questions in Phaseware Tracker—everything from troubleshooting a brent wheel to selecting the right glaze for a classroom kiln load. You hop on a call to help a customer identify a replacement part in Microsoft NAV ERP, then document the case thoroughly and queue an RMA. Midday, you test-fire a glaze to replicate a reported issue and collaborate with teammates to spot emerging trends. Later, you enter a warranty order, authorize a card for a repair part, and send proactive updates to keep a customer in the loop. Before you wrap, you refine a step-by-step SOP to help the team respond faster next time and coordinate with Sales on materials for an upcoming trade show.Your impactDeliver hands-on, expert guidance across all AMACO product lines—formulated, mechanical, craft, and buy/sell items, including AMACO materials and brent equipment.Use Phaseware Tracker to create, document, track, and resolve customer inquiries with accuracy and urgency.Research questions thoroughly and reply via phone, email, and Tracker with clear, confidence-building answers.Identify, investigate, and document product trends and customer complaints; engage cross-functional partners to resolve root causes.Process and resolve AMACO/brent equipment warranty claims.Navigate Microsoft NAV ERP to locate products and parts; enter orders for repairs, warranty, and customer retention.Follow through—authorize credit card payments, manage RMAs in NAV and Tracker, and provide timely status updates.Test products to validate issues and deepen product knowledge; support the AMACO Lab on new product testing and reviews.Create SOPs and work instructions to elevate team consistency and speed.Pitch in with Sales for trade show/event planning and prep when needed.Continuously improve job-sharing practices to ensure seamless customer communication.Safeguard sensitive and proprietary information; follow company policy and best security practices.What you bringBackground in ceramics: bachelor’s degree, recognized certification, or 5+ years in the ceramics trade, education, or equipment repair.Deep curiosity about AMACO materials and brent equipment—and the drive to keep learning.Clear, professional communication (written and verbal) and active listening.Critical thinking and methodical problem-solving skills.Collaborative approach with peers, customers, and leaders; upbeat, friendly demeanor.Organized multitasker with strong time management, attention to detail, and reliable follow-through.Proficiency with MS Office (Word, Outlook, Excel).Where and how you’ll workPrimary setting: office, with occasional work in sales/warehouse areas.Physical demands: prolonged sitting; frequent walking, standing, talking, hearing, computer/phone use; occasional stooping, balancing, crawling, kneeling; ability to lift/move up to 50 lbs.Schedule: full-time, Monday–Friday, 40+ hours; occasional evenings/weekends as needed.Travel: limited; possible annual participation in national trade shows.Reports to: Sales Solutions Supervisor.ProficienciesEquipment TroubleshootingExcellent Communication SkillsBasic Computer SkillsOther duties as assigned: This description outlines the role’s primary scope, but responsibilities may evolve at any time with or without notice.Classification: Exempt**EEO Statement: **AMACO is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: AMACO is committed to equal employment opportunity for all employees and providing employees with a work environment free of discrimination and harassment. All employment decisions at AMACO are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the location where we operate. AMACO will not tolerate discrimination or harassment based on any of these characteristics. #J-18808-Ljbffr Torrey Holistics