Mid Level Support Lead Jobs

INTRODUCTION

This position leads Customer Support, Warranty and product samples activities; this includes troubleshooting product issues and post-sales warranty repairs both remotely and at client sites. The role supervises the Support Administrator and Samples Coordinator. To be successful in this role, you must have strong customer-facing skills, knowledge of electronics, installation, repair skills, and the ability to effectively lead others. This role is required to travel to client sites for troubleshooting and support, mostly domestic US travel, with some international.

JOB DUTIES INCLUDE, BUT NOT LIMITED TO:

- Collaborate with other departments to prevent recurring field issues; hold weekly meetings with Operations for improvement of assemblies, Engineering for product improvement; Accounting to ensure RMAs are closed properly in the system and with the Sales team to stay ahead of any issues in the field or keep them informed.
- Supervise the Support Administrator to ensure RMA website ticketing system and internal procedures and administrative processes are followed to full completion in the system and there is confirmation with accounting.
- Supervise the Samples Coordinator to ensure customer samples, sample briefcases, and show booth products are on schedule and high-quality.
- Adhere to company warranty policies and ensure the business complies with relevant policies regarding warranties and consumer rights.
- Ensure timely and effective customer support via phone, email, or in person is being provided.
- Maintain up-to-date knowledge of products, components, installation, and troubleshooting.
- Follow assembly instructions; solder and connect components as specified; perform quality checks at each step to ensure proper functionality.
- Arrange replacements and repair defective or damaged products, ensuring prompt solutions under warranty.
- Maintain an organized, clean, and efficient production environment.
- Provide on-site support and troubleshooting, travel within the U.S., Canada, and occasionally overseas.
- Report nonconformances to Engineering and the Company Trainer for training and corrective action.
- Analyze customer feedback and warranty claims to identify patterns and improvement opportunities.

REQUIRED EXPERIENCE & QUALIFICATIONS:

- Associates or technical degree in Electronics, Mechanical or equivalent experience that would meet the minimum performance requirements for this position.
- 3 years minimum experience as a field technician with low-voltage electronics or fixtures.
- Strong experience with face-to-face customer service; client support is preferred.
- Able to read and interpret schematics, wiring diagrams, layouts, and engineering drawings.
- Skilled with hand tools including but not limited to calipers, strippers, crimpers, screwdrivers, drills.
- Soldering certification is preferred, not required as long as experienced.
- Must be able and willing to interact with customers both written and verbal communications in a professional manner.
- Must be able to travel to client sites, mainly US domestic travel, some international. Able to work a flexible schedule, including weekends as needed.
- Must be comfortable working at heights to perform maintenance and repair work on hardware using ladders, scaffolding, or other equipment to access elevated work areas following all safety protocols and using personal protective equipment as required.

DRUG FREE WORKPLACE:

We are a Florida Drug Free Workplace. The company requires all employees to complete a pre-employment 10 panel drug screen; employment status will be dependent on ability to pass this screening and partake in a quarterly random screen.

HOURS, COMPENSATION AND BENEFITS:

Full-time, in-house with travel requirements. Salary is negotiable based on certifications, skillset, and experience. After 30-day waiting period, employees become eligible for Medical, Dental, and Vision insurance, paid holidays, and paid time off that increase with longevity.