Product Support Representative

Job Description

Job Description

Job Title: Product Support Representative
Job Description

The Product Support Representative serves as a primary point of contact for customers, contractors, distributors, and internal teams, delivering exceptional customer service for product-related inquiries, order support, and basic troubleshooting. This role is ideal for someone with experience in manufacturing, engineering, industrial, construction products, or technical products who enjoys working with customers and solving problems. The position does not require prior lighting or electrical troubleshooting experience, but it does require strong communication skills, a customer-focused mindset, and the ability to learn and understand technical products.

Responsibilities

• Serve as a primary contact for customers via phone and email to address product questions, order inquiries, and support requests.
• Respond to customer concerns in a professional and timely manner while ensuring a positive and consistent customer experience.
• Assist customers with basic product-related issues and identify when to escalate more complex technical issues to advanced technical support.
• Coordinate with internal departments, including engineering, production, manufacturing, and sales, to resolve customer inquiries and issues.
• Document customer interactions, open issues, and resolutions accurately within company systems and tools.
• Review product specifications and internal resources to provide accurate and reliable information to customers.
• Follow up on open customer requests and ensure issues are resolved through to completion.
• Support customers throughout the entire order and product lifecycle, from initial inquiry through post-delivery support.
• Maintain detailed records of customer communications and communicate updates clearly to customers and internal stakeholders.
• Develop and maintain strong product knowledge and stay current on company offerings and updates.

• 3+ years of customer service experience in a relevant industry such as manufacturing, engineering, industrial, construction products, or technical products.
• Proven ability to provide professional customer support via phone and email.
• Experience assisting customers with basic troubleshooting and product-related issues.
• Ability to coordinate effectively with cross-functional teams including engineering, production, manufacturing, and sales.
• Proficiency with CRM systems for documenting customer interactions and managing open issues.
• Proficiency with Microsoft Office applications for communication and documentation.
• Strong written and verbal communication skills with a customer-focused mindset.
• Ability to interpret product specifications and use company resources to provide accurate information.
• Strong organizational skills and attention to detail for maintaining accurate records and follow-ups.
• Aptitude and willingness to learn technical products and expand product knowledge over time.

• Background in environments related to manufacturing, engineering, industrial, construction products, or technical products.
• Experience working in a fast-paced, team-oriented environment.
• Demonstrated problem-solving skills and a can-do attitude when addressing customer issues.
• Comfort using customer support tools and systems to manage inquiries and track resolutions.
• Interest in developing a long-term career in a product-focused, technical support environment.

This role is based on-site at a beautifully renovated headquarters that showcases modern lighting technology and offers scenic Hudson River views throughout the year. The position is a full-time, in-office role, Monday through Friday, from 8:00 AM to 5:00 PM. You will work as part of a close-knit product support team of approximately five people in a fast-paced, collaborative environment that emphasizes teamwork, innovation, learning, and a can-do attitude. The organization supports a wide variety of functions, including manufacturing, production, accounting, engineering, sales, marketing, and product management, creating a dynamic and cross-functional workplace. Leadership focuses on fostering successful careers by setting clear goals and working closely with employees to achieve professional and performance objectives. Employees receive competitive benefits, including health insurance, paid holidays, and paid leave for personal or health reasons, with packages that vary by position and are designed to be highly competitive.

Job Type & Location

This is a Contract to Hire position based out of New Windsor, NY.

The pay range for this position is $19.00 - $24.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

This is a fully onsite position in New Windsor,NY.

This position is anticipated to close on Jul 8, 2026.

Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® Platinum Award winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email View email address on ziprecruiter.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.