Technical Product Support Specialist

Product Support Specialist

The Product Support Specialist provides comprehensive technical and customer support for a our client's product line. This role blends hands-on troubleshooting, customer communication, order coordination, and operational follow-up to ensure that distributors and end customers receive accurate information, timely resolutions, and a consistently high level of service. The specialist also contributes to documentation, training materials, and sales and marketing support, working closely with engineering, warehouse, and other internal teams.

Responsibilities

• Respond to incoming technical support calls and emails related to products.
• Run structured troubleshooting checklists to diagnose and resolve common technical issues with customer's industrial products.
• Escalate complex or advanced technical issues to engineering, providing clear, organized documentation and notes.
• Maintain accurate support tickets, troubleshooting records, FAQs, and technical support documentation.
• Follow up with customers and distributors to confirm issue resolution and ensure a positive support experience.
• Support day-to-day processing and coordination of requests for quotation (RFQs).
• Communicate with customers and distributors regarding order status, pricing, lead times, and inventory availability.
• Assist customers with product selection, including basic technical guidance to help them choose appropriate solutions.
• Follow up on quotations, inbound inquiries, and customer requests to drive timely decisions and order completion.
• Manage warranty claim intake, including logging, tracking, and coordinating resolution of warranty issues.
• Handle return merchandise authorization (RMA) processing and coordinate replacement part shipments.
• Collaborate with warehouse and engineering teams to manage product returns, replacements, and related logistics.
• Assist with onboarding new distributors by providing technical product training and support.
• Support the development of webinars, walkthroughs, and other training materials for distributors and customers.
• Serve as a technical resource to distributors and customers by answering product questions and clarifying technical details.
• Support the creation of technical materials such as spec sheets, installation videos, exploded views, and product literature.
• Maintain and update product documentation, including installation guides, assembly instructions, and related technical content.
• Assist with product photography and the preparation of distributor-facing marketing and technical materials.
• Utilize AI tools and collaborate with engineering resources to improve the efficiency and quality of documentation and support materials.
• Organize work systematically, track open items, and ensure consistent follow-up on all customer and distributor interactions.
• Work independently after training, managing daily tasks and priorities to support both operational and technical objectives.

Qualifications

• Preferred: 5–15 years of relevant industrial product experience, particularly in supporting technical or mechanical products.
• Experience with assembly processes related to industrial or electro-mechanical products.
• Basic understanding of wiring and electrical connections in industrial equipment.
• Experience supporting or creating engineering documentation, including drawings and technical instructions.
• Familiarity with using AI tools to enhance documentation, training materials, or support workflows.
• Experience in developing or supporting technical training materials such as webinars, walkthroughs, or installation videos.

Job Type & Location

This is a Contract to Hire position based out of Coral Springs, FL.

Pay and Benefits

The pay range for this position is $36.06 - $40.87/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Coral Springs, FL.

Application Deadline

This position is anticipated to close on Jul 13, 2026.

About Actalent

Actalent is a global leader in engineering and sciences services and talent solutions. We help visionary companies advance their engineering and science initiatives through access to specialized experts who drive scale, innovation and speed to market. With a network of almost 20,000 consultants and 5,000 clients across the U.S., Canada, Asia and Europe, Actalent serves many of the Fortune 500. We are proud to be an Engineering News-Record (ENR) Top 500 Design Firm for our engineering design services and a ClearlyRated Best of Staffing® winner for both client and talent service.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email actalentaccommodation@actalentservices.com for other accommodation options.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.