Jewelry Customer Support Specialist III

Technical Support Specialist III- Jewelry Equipment/Manufacturing Process 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. This Level 3 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. This position requires extensive bench experience and strong manufacturing knowledge, along with the ability to guide customers in making informed equipment purchasing decisions. 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. Customer Purchase Guidance & Sales Enablement Guide customers in selecting appropriate tools and capital equipment based on their 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 510 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 tool 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 Bilingual (English/Spanish). 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. Schedule & Environment Office-based role. Scheduled shift between 8:00 AM 5:00 PM. Hybrid potential after training period. The successful candidate will enjoy a rewarding, challenging, and principled work environment. For more information about us please visit: At Rio Grande, our employees are the heart of our more than 80-year legacy in Albuquerque, New Mexico. Our culture is guided by our 3R principles: Respect, Responsibility, and Results. We believe in a bias to action mindset that turns ideas into outcomes and in empowering employees to take initiative, grow through continuous learning, and making meaningful impacts every day. Recognized as a 2025 Platinum Award Family Friendly Business, we promote a work-life balance, clear expectations, and a supportive environment, including quality benefits, robust wellness resources, and an onsite fitness facility. Through our employee recognition and community involvement, we celebrate individuality, foster belonging, and ensure every voice is valued. A career at Rio Grande offers more than a job. You'll join a work place where your contributions matter and your growth is supported. Your work will help shape the future of the company and support our customers and industry. 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. We value our associates and have won the yearly Healthiest Places to Work and Family Friendly Business awards on multiple occasions. The Reward: Rio Grande provides a generous benefit package for full-time (30+ hours a week) associates that includes: 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 Pet insurance Tuition reimbursement On-site gym and company wellness program Bereavement leave Employee discounts at Rio Grande Local and national discounts on various travel and entertainment Competitive compensation, including an opportunity to share in the profits Our associates strive for joint accountability. We work together for the success of our stakeholders, and we provide a thoughtful, fun, and creative environment to support them. We encourage professional and personal development through a variety of training opportunities and a focus on promoting from within. The Company: Established in 1944, Rio Grande, a Berkshire-Hathaway manufacturer/distributor, has thousands of valued customers around the world. We are a principle-based company with a highly evolved team-based environment. We can show you how a profoundly effective organization lives these values every day. You can find our guiding principles, The 3 R's, Respect, Responsibility and Results, on our website as well as information about our community support and how we protect the environment. Within our 186,000 sq. ft., solar-powered facility