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.
- 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.