Technical Product Support Specialist

Product Support Specialist The Product Support Specialist provides comprehensive technical and customer support for our client's product line. This role blends hands‑on troubleshooting, customer communication, order coordination, and operational follow‑up to ensure that distributors and end customers receive accurate information, timely resolutions, and a consistently high level of service. The specialist also contributes to documentation, training materials, and sales and marketing support, working closely with engineering, warehouse, and other internal teams. Responsibilities Respond to incoming technical support calls and emails related to products. Run structured troubleshooting checklists to diagnose and resolve common technical issues with customer's industrial products. Escalate complex or advanced technical issues to engineering, providing clear, organized documentation and notes. Maintain accurate support tickets, troubleshooting records, FAQs, and technical support documentation. Follow up with customers and distributors to confirm issue resolution and ensure a positive support experience. Support day‑to‑day processing and coordination of requests for quotation (RFQs). Communicate with customers and distributors regarding order status, pricing, lead times, and inventory availability. Assist customers with product selection, including basic technical guidance to help them choose appropriate solutions. Follow up on quotations, inbound inquiries, and customer requests to drive timely decisions and order completion. Manage warranty claim intake, including logging, tracking, and coordinating resolution of warranty issues. Handle return merchandise authorization (RMA) processing and coordinate replacement part shipments. Collaborate with warehouse and engineering teams to manage product returns, replacements, and related logistics. Assist with onboarding new distributors by providing technical product training and support. Support the development of webinars, walkthroughs, and other training materials for distributors and customers. Serve as a technical resource to distributors and customers by answering product questions and clarifying technical details. Support the creation of technical materials such as spec sheets, installation videos, exploded views, and product literature. Maintain and update product documentation, including installation guides, assembly instructions, and related technical content. Assist with product photography and the preparation of distributor-facing marketing and technical materials. Utilize AI tools and collaborate with engineering resources to improve the efficiency and quality of documentation and support materials. Organize work systematically, track open items, and ensure consistent follow‑up on all customer and distributor interactions. Work independently after training, managing daily tasks and priorities to support both operational and technical objectives. Qualifications Preferred: 5–15 years of relevant industrial product experience, particularly in supporting technical or mechanical products. Experience with assembly processes related to industrial or electro‑mechanical products. Basic understanding of wiring and electrical connections in industrial equipment. Experience supporting or creating engineering documentation, including drawings and technical instructions. Familiarity with using AI tools to enhance documentation, training materials, or support workflows. Experience in developing or supporting technical training materials such as webinars, walkthroughs, or installation videos. Job Type & Location This is a Contract to Hire position based out of Coral Springs, FL. Pay & Benefits The pay range for this position is $36.06 - $40.87/hr. Benefits 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) Workplace Type This is a fully onsite position in Coral Springs, FL. 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. 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. #J-18808-Ljbffr Actalent