Product Support Specialist

We are seeking a hands-on, customer-focused Product Support Specialist to support an industrial equipment product line and serve as a key technical resource for customers, distributors, and internal teams. This role combines technical troubleshooting, customer support, order coordination, warranty administration, distributor training, and documentation management. The ideal candidate has strong mechanical aptitude, enjoys solving technical problems, and can effectively communicate with customers ranging from contractors and technicians to plant operators and distributors. Key Responsibilities Technical Product Support Respond to incoming technical support calls and emails Troubleshoot product issues using established diagnostic procedures Document support cases and escalate complex issues to engineering teams when necessary Maintain support records, FAQs, troubleshooting guides, and technical documentation Follow up with customers and distributors to ensure timely issue resolution Customer Support & Order Coordination Support day-to-day order processing and quotation activities Communicate order status, lead times, pricing information, and inventory availability Assist customers with product selection and technical inquiries Follow up on quotes, customer requests, and inbound inquiries Warranty & RMA Management Coordinate warranty claims from intake through resolution Process RMAs and replacement part requests Work closely with warehouse and engineering teams to manage returns and replacements Assist with distributor onboarding and product training initiatives Support the development of webinars, training materials, and technical walkthroughs Serve as a technical resource for distributors and end users Assist with the creation and maintenance of technical documentation, installation guides, specification sheets, and product literature Support development of installation videos, exploded views, and product photography Utilize AI tools and engineering resources to improve documentation quality and efficiency Maintain organized and up-to-date product support materials Qualifications Strong mechanical aptitude and troubleshooting skills Ability to read and interpret technical drawings and industrial equipment documentation Excellent written and verbal communication skills Comfortable interacting with contractors, technicians, maintenance personnel, operators, and distributors Strong organizational, follow-up, and customer service skills Detail-oriented and process-driven Self-motivated with the ability to work independently after training 5–15 years of relevant experience in industrial products, equipment support, or technical customer service preferred Preferred Background We welcome candidates with experience in: Field Service Technician roles HVAC Systems Pumps, Valves, Flow Meters, Irrigation, or Water Industry Equipment Technical Inside Sales Applications Engineering or Technical Support Distributor Technical Support Military Mechanical, Aviation, or Maintenance Operations What We're Looking For We're seeking someone who enjoys solving problems, helping customers, and working closely with technical products. If you're mechanically inclined, customer-focused, and looking for an opportunity to make a direct impact in a growing technical environment, we'd love to hear from you. #J-18808-Ljbffr Synergy Business Consulting, Inc.