Product Support Specialist

Zilmet USA is the world’s largest manufacturer of steel expansion tanks and well tanks headquartered in Italy. We have opened our first U.S. 150,000 square foot manufacturing facility in Andrews, South Carolina, specifically to supply the U.S. industry. Plans for Phase 2 are underway. This is an opportunity to join our team as a Product Support Specialist. This individual will support our technical support, sales, and marketing efforts by serving as a product expert and advocate. This role will bridge the gap between technical product knowledge and real-world applications, ensuring products are well-understood by both internal team and external customers. Essential Duties and Responsibilities: – Develop in-depth knowledge of company products to serve as the go-to expert for internal teams and customers.

• Understand customer needs, monitor product lifecycles, provide product training, and support sales and marketing initiatives.
• Interact with Zilmet USA personnel and with customers over the phone and through emails.
• Diagnose and resolve technical problems, including identifying the root cause of issues, providing step-by-step solutions, and escalating complex cases to the appropriate teams when necessary.
• Provide end-to-end product support for all products and to all customer levels.
• Monitor and track support interactions using the CRM and support ticketing system, documenting all technical support interactions for reporting and trend analysis.
• Utilize educational programs that enable the customers to grow with Zilmet USA.
• Work with field sales team to increase knowledge and increase customer satisfaction.
• Manage daily warranty claim processing to yield optimal outcomes, increasing customer satisfaction while improving product quality and reducing overall operational costs.
• Represent technical support within the Zilmet USA Quality System.
• Be available as a trusted technical resource to support functions across the organization.
• Aid with Marketing and product assets, including sales collateral, technical writing, multimedia and social media content and other materials. Assist Product Management, Engineering, and other functional areas.
• Develop train-the-trainer modules to increase base knowledge and develop an expert field sales team dedicated to customer satisfaction and success.

• Strong mechanical aptitude is required.
• A passion for technology, continuous learning, and a commitment to provide customer service in the fluid handling applications space is required.
• Experience in fluid handling applications is preferred.
• Minimum of three (3) years of proven experience in technical support, customer service, or a related role.
• Strong oral and written communication skills.
• In-depth understanding of fluid handling products, systems, and applications, including pumps, valves, seals, and related technologies is strongly preferred.
• Trade school or experience in a technical field preferred.
• Possess a strong technical acumen, solution-based mindset, and hands-on approach.
• Promotes a culture that values safety, quality, customer satisfaction and innovation. Recognizes industry change and macro developments and communicates insights to ensure Zilmet USA is ready to capitalize on opportunities and avoid risks on the horizon.
• Ability to travel to seek customer interaction and provide tradeshow support.