Description
We are looking for a Product Support Specialist to join a water industry organization in Sarasota, Florida. This contract opportunity with permanent potential is ideal for someone who enjoys solving technical issues, guiding customers through product use, and working cross-functionally to deliver a strong service experience. In this onsite role, you will support customers after the sale, help resolve instrument-related concerns, and contribute to accurate reporting and continuous improvement efforts across the support function.
Responsibilities:
Investigate and resolve customer issues involving instruments, including hardware, electronics, software behavior, data output, and chemistry-related performance questions.
Lead post-implementation and post-sale training sessions to help customers use products effectively and confidently.
Guide users to the appropriate manuals, reference materials, and support resources so they can quickly find needed information.
Record service requests, warranty matters, product feedback, and quality-related concerns in internal systems with clear and complete details.
Prepare quotations for repairs and follow-up service work while coordinating return authorizations and tracking products sent in for service.
Maintain detailed case documentation that captures the reported issue, troubleshooting process, and final resolution for each interaction.
Work with quality and internal partner teams to escalate non-conformance concerns, monitor progress, and communicate updates back to customers.
Analyze recurring support trends, warranty activity, and ticket volume data, then prepare reports and dashboards for management review.
Create and refine customer-facing documentation and internal records, including product registrations, activity logs, and data cleanup efforts to improve accuracy.
Share customer insights with sales, engineering, product management, and other stakeholders to support product enhancements and process improvements.
Requirements
At least 2 years of experience in technical support, customer service, help desk, or a similar support-focused role.
Ability to troubleshoot basic to intermediate technical issues across Windows environments, service desk tickets, and customer-facing systems.
Familiarity with Microsoft Windows 10, Microsoft Office applications, and general desktop support practices.
Experience working with ticketing platforms, internal support tools, or system records such as Active Directory and related business applications.
Strong analytical and problem-solving skills with the ability to assess issues, interpret information, and reach practical conclusions.
Clear written and verbal communication skills with the ability to explain technical information to customers and internal teams.
Bachelor's degree in a science or engineering-related discipline preferred.
Exposure to scientific or engineering terminology; Spanish language skills are a plus.
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Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: rhalfint
- Position Id: 01070-0013533058
- Posted 12 hours ago
