Technical Support Representative

Job Description

Job Description

Job Overview

Do you know your way around the inside of a kiln? Can you diagnose a relay issue in your sleep? Have people ever called you a “kiln whisperer”?

If you have strong technical skills, enjoy troubleshooting and repair, and like helping people solve problems, you may be a great fit for the team behind Skutt’s industry-leading technical support.

Skutt Ceramic Products is seeking a knowledgeable, dependable, and customer-focused Technical Support Representative to join our team. You will work directly with artists, educators, studio technicians, and other customers to troubleshoot and resolve issues with ceramic and glass kilns, electric pottery wheels, and related equipment.

You will help customers understand and use our products, provide recommendations, diagnose technical problems, and guide them toward effective solutions. You will also work closely with engineering and production to share customer feedback and help improve our products and support resources.

The ideal candidate combines hands-on knowledge of ceramics equipment with strong problem-solving and communication skills. You should be comfortable working with both highly technical customers and those with limited technical experience, while managing multiple inquiries with thoroughness, organization, and a strong commitment to customer service.

Most importantly, you will represent Skutt in every interaction and embrace our people-first culture .

Core Duties & Responsibilities

• Provide timely, professional troubleshooting and technical support for Skutt equipment by phone, email, and video.
• Diagnose and resolve issues involving kilns, pottery wheels, controllers, electrical components, and related equipment.
• Guide customers through equipment setup, operation, maintenance, and troubleshooting.
• Recommend appropriate products, accessories, replacement parts, and solutions based on customer needs.
• Identify root causes and clearly explain technical solutions to customers with varying levels of experience.
• Provide accurate information about product features, specifications, operation, maintenance, warranties, returns, and replacement procedures.
• Maintain accurate records of customer interactions, troubleshooting steps, and resolutions.
• Escalate complex or unusual issues and collaborate with engineering, production, sales, and other departments as needed.
• Communicate customer feedback, recurring issues, and product concerns to appropriate internal teams.
• Assist with developing and updating technical support materials, including FAQs, troubleshooting guides, manuals, and other customer-facing resources.
• Identify opportunities to improve products, documentation, training, and the overall customer support experience.
• Stay current on Skutt products, technologies, troubleshooting procedures, and support policies.
• Act as a Skutt ambassador through professional communication, sound judgment, helpfulness, and a commitment to doing what is right for the customer.

Core Skills & Qualifications

Technical Knowledge

• Strong working knowledge of ceramic kilns, pottery wheels, and related Skutt equipment.
• Ability to troubleshoot electrical, mechanical, hardware, and software-related problems.
• Ability to read and interpret wiring diagrams, technical documentation, product manuals, and specifications.
• Strong understanding of electrical safety and safe operating and maintenance practices.
• Ability to methodically diagnose problems, identify root causes, and develop practical solutions.
• Familiarity with replacement parts, equipment maintenance, and repair procedures.
• Ability and willingness to learn new products, technologies, and troubleshooting methods.
• Understanding of warranty policies, product returns, and replacement procedures is preferred.

Customer Service & Communication

• Excellent verbal and written communication skills.
• Ability to explain technical concepts clearly and patiently to customers with varying levels of technical experience.
• Strong listening and questioning skills, with the ability to gather information needed to accurately diagnose problems.
• Ability to remain calm, professional, and empathetic when assisting frustrated or confused customers.
• Strong attention to detail and a commitment to providing accurate information and clear instructions.
• Ability to manage multiple customer cases while maintaining quality, organization, and follow-through.
• Strong commitment to customer satisfaction and a positive customer experience.

Teamwork & Organization

• Ability to work effectively with engineering, production, sales, and other departments to resolve complex issues.
• Ability to communicate technical information clearly to both internal teams and customers.
• Strong documentation and organizational skills.
• Ability to contribute to and improve technical documentation, FAQs, troubleshooting guides, and other support resources.
• Familiarity with CRM and ticketing systems, email, spreadsheets, databases, and other standard office tools.
• Ability to prioritize work effectively and adapt to changing customer and business needs.

Preferred Experience

The following experience is preferred but not necessarily required:

• Hands-on experience operating, maintaining, troubleshooting, or repairing ceramic kilns.
• Experience working in a ceramic or glass studio, school, university, community arts center, or similar environment.
• Experience with pottery wheels or other ceramic equipment.
• Electrical, mechanical, electronics, or technical repair experience.
• Experience providing technical support or customer service.
• Experience working with technical documentation, service manuals, or troubleshooting procedures.

What We’re Looking For

We are looking for someone who is:

• Curious — You enjoy figuring out how things work and why they fail.
• Resourceful — You can work through unfamiliar problems and find practical solutions.
• Patient — You understand that the person on the other end of the phone may be stressed, frustrated, or unfamiliar with the technology.
• Thorough — You don't stop at the first possible answer; you work toward the correct diagnosis.
• Clear — You can turn a complicated technical problem into instructions that anyone can understand.
• Team-oriented — You know when to solve a problem yourself and when to bring in another member of the team.
• Customer-focused — You understand that great technical support is about more than fixing equipment; it's about helping people get back to creating.
• Safety-minded — You understand the importance of proper procedures when working with electrical and high-temperature equipment.
• A Skutt ambassador — You represent the company through your communication, professionalism, judgment, and willingness to help.

You should be proficient in:

• Customer Service