Jewelry Technical Support Specialist III

Technical Support Specialist III– Jewelry Equipment/Manufacturing Process This role serves as an escalation point for complex technical inquiries and provides advanced troubleshooting, diagnostics, and deep manufacturing expertise across jewelry production processes. The Specialist partners closely with customers, Sales, Merchants, and internal teams to ensure confident equipment usage, strong adoption, and successful business outcomes. The Opportunity We are seeking an experienced Technical Sales Support Specialist III to join our Customer Support team, supporting RioPro+, manufacturers and professional customers who want advice on products and processes and invest in capital equipment. What You’ll Do Technical Support & Troubleshooting Serve as a technical escalation resource for jewelry‑making tools and capital equipment. Diagnose and resolve complex issues related to casting, soldering, stone setting, polishing, finishing, laser welding, and production workflows. Apply deep manufacturing knowledge to provide accurate process and product recommendations. Identify root causes and recommend preventative solutions to reduce repeat issues. Document case insights to support knowledge base development and quality tracking. Guide customers in selecting appropriate tools and capital equipment based on shop size, production goals, skill level, and growth plans. Provide consultative support for shop setups and business expansions. Support sales sprints with real‑time technical expertise to help drive confident purchasing decisions. Partner with Sales to ensure equipment recommendations align with customer production needs. Virtual & Hands‑On Training Conduct live virtual and in‑person training sessions for RioPro, Rio Pro+ and Wholesale customers. Lead equipment setup walkthroughs and workflow optimization sessions. Guide customers through best practices to maximize equipment efficiency and ROI. Adapt teaching style to varied skill levels, from intermediate to advanced professionals. Customer Support Channels Provide technical support via email and phone platforms. Support both scheduled consultations and on‑demand calls with RioPro+ clients. Manage case follow‑ups to ensure resolution and customer satisfaction. Internal Technical Enablement Train internal sales agents and support teams on new and existing equipment and processes. Act as an internal consultant to improve technical communication and solution accuracy. Share customer insights and recurring trends with cross‑functional partners. Assist Merchants and Product teams with testing, technical analysis, and usability feedback. Innovation & Industry Engagement Support trade shows and external events by preparing, testing, and demonstrating equipment. Help ensure all tools and machines are operational and show‑ready. Represent technical expertise in sales‑support environments. Educational Content Development Contribute to the creation of training materials and tutorial videos. Support development of setup, maintenance, and best‑practice content for customers and internal teams. What You’ll Need Required Qualifications 5–10 years of experience as a bench jeweler. 5+ years in jewelry technical support or technical manufacturing role, with customer‑facing responsibilities. Strong manufacturing knowledge across jewelry production processes. Experience with retail customers or with back‑of‑the‑house bench experience. Demonstrated experience guiding customers in equipment purchasing decisions. Advanced hands‑on experience in: Casting Soldering Stone setting Polishing Metal finishing Plating Lapidary Experience with jewelry‑making processes and tools as well as capital machinery such as casting equipment, polishing systems, 3D printing, and/or laser welding. Strong troubleshooting and diagnostic skills. Excellent communication and consultative problem‑solving abilities. Ability to explain technical processes to customers and internal associates with varying knowledge levels. Preferred Qualifications Experience using CAD software for jewelry design. Certification from a recognized jewelry technical or gemology program. Experience supporting capital equipment customers in a B2B environment. Office‑based role. Scheduled shift between 8:00 AM – 5:00 PM. The successful candidate will enjoy a rewarding, challenging, and principled work environment. Rio Grande is a Metal Free environment within our operations areas. Diversity, Equity, Inclusion and Belonging Guided by our core values, Rio Grande is committed to treating all people with dignity and respect. We are an equal‑opportunity employer with a zero‑tolerance policy for harassment or discrimination of any kind. As an advocate for equity and equality, we hire, train, and promote qualified people of all backgrounds. We consider employment candidates without regard to race, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other underrepresented class. The Reward Medical plan with low premium rates and no high deductible (includes dental and vision) and telemedicine 401(k) matching program Paid time‑off benefits, plus an additional seven paid holidays Paid life insurance and optional additional life insurance Long‑term and short‑term disability Flexible spending account On‑site gym and company wellness program Employee discounts at Rio Grande Local and national discounts on various travel and entertainment Competitive compensation, including an opportunity to share in the profits #J-18808-Ljbffr Rio Grande