Product Support Specialist

Product Support Specialist

Tacony Corporation is looking for a Product Support Specialist to join the team in Ft. Worth, TX and deliver exceptional customer support for our commercial floorcare products. In this role, you'll troubleshoot equipment issues, provide technical product guidance, and help customers quickly resolve problems. You'll partner with internal teams to improve product performance while ensuring every customer interaction is professional, timely, and solutions-focused.

What began in Nick Tacony's basement as a post-war, start-up company 80 years ago has since grown into an internationally recognized global products company with 8 locations, 300+ employees, and successful sales in over 100 countries. Now operating under experienced 3rd generation family leadership, Tacony Corporation ("Tacony") is ready to write its next chapter as a distributor, manufacturer, wholesaler, and marketer of diverse and innovative products in the sewing, home floor care, and commercial cleaning marketplace. We aren't just looking for anybody, we are dedicated to finding someone who enjoys what they do, enjoys the people they work with and for, and want to be part of a growth oriented, people first, purposeful organization that is dedicated to the customer, and its mission and vision.

What You'll Do

• Provide technical support to customers by phone and email, resolving product and equipment issues.
• Troubleshoot equipment performance and recommend appropriate solutions or repairs.
• Research customer inquiries and proactively resolve technical questions.
• Create, document, and manage customer support cases, ensuring accurate records and timely follow-up.
• Assist customers with product identification, parts selection, and configuration information.
• Identify recurring product issues and share feedback to improve product quality and customer experience.
• Maintain expertise on assigned product lines through ongoing product training.
• Capture and analyze support data to identify trends and support continuous improvement initiatives.
• Collaborate with cross-functional teams to diagnose complex issues and develop effective solutions.
• Contribute to team goals by supporting key performance metrics, including customer satisfaction, response time, and warranty performance.

What You'll Need

• Customer service, product support, or technical support experience preferred
• Strong mechanical aptitude and troubleshooting skills
• Excellent communication and customer service skills
• Highly organized with the ability to manage multiple priorities
• Proficient with Microsoft Office and computer-based systems
• Self-motivated with strong attention to detail and a positive, solutions-focused attitude
• Ability to lift up to 20 lbs. and work at a computer for extended periods

What We Offer

As an employee at Tacony, you receive more than just a paycheck. Our total compensation package includes performance-based incentives, comprehensive medical/dental/vision programs with health savings account (HSA) or flexible spending account (FSA) options, on-site workout center, as well as company paid life insurance, a generous paid time off (PTO) program including paid holidays and a volunteer day, and a rich 401K with employer matching contribution!