Product Support Specialist

About the position

Join our team as a Product Support Specialist, where you’ll provide remote assistance for QVI Metrology equipment, ensuring our customers receive top-tier support—all from our on-site location. At QVI, we are committed to innovation, precision, and customer satisfaction. As part of our team, you’ll have the opportunity to work with industry-leading technology, continuously expand your skills, and make a real impact by helping customers find solutions to technical challenges. We take pride in fostering a collaborative, supportive, and growth-focused company culture. At QVI, you’ll work alongside dedicated professionals who are passionate about technology and customer service. We value teamwork, encourage continuous learning, and provide opportunities for career advancement.

Responsibilities

• Provide remote support for customers while working on-site at our facility.
• Diagnose and resolve issues with mechanical, electrical, computer, and software systems.
• Assist in advanced troubleshooting and escalate issues when necessary.
• Explain complex technical details in a clear, easy-to-understand manner.
• Proactively keep customers informed and updated on service progress.
• Maintain positive, professional interactions in all customer engagements.
• Handle multiple service requests and adjust priorities as needed.
• Stay informed on QVI products, metrology standards, and industry advancements.
• Contribute to service process improvements, documentation, and training initiatives.
• Occasionally travel for on-site service or training assignments.
• Provide technical training on QVI products to customers and internal teams.

Requirements

• Associates degree, or equivalent related experience, in Engineering, Technology or Physics is required.
• Hands-on experience troubleshooting and diagnosing electro-mechanical systems, including motors, sensors, PLCs, and control circuits.
• Prior experience in technical support experience in a remote troubleshooting environment supporting industrial equipment, manufacturing technology, or scientific instruments is preferred.
• Experience in industries such as manufacturing, quality control, aerospace, medical device manufacturing, automotive, or semiconductor equipment where metrology and precision measurement are critical is desirable.
• Working knowledge of computer networking, industrial automation, or control systems is a plus.
• Prior experience in writing technical documentation, service bulletins, or training materials is a plus.
• Excellent troubleshooting and analytical skills for identifying problem areas as well as identifying creative ways to resolve these problems.
• Strong and effective communication skills with experience explaining technical concepts to both technical and non-technical audiences.
• Ability to work with many personality types, remain calm and customer-focused in high pressure situations while working to resolve technical issues.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.

Nice-to-haves

• Experience using Microsoft Office tools to support technical troubleshooting and customer interactions.

Benefits

• 10 paid holidays annually.
• Over 3 weeks of total PTO (vacation/sick/personal) each year, with an increase in PTO benefits after 5 and 10 years.
• Robust health benefit offerings with medical premiums as low as $3.28 per week (single employee) or $10.02 per week (family).
• QVI pays over 97% of the premium on our most affordable plans for our employees.
• Employer Paid Short-Term and Long-Term Disability benefits.
• Life insurance benefits paid by QVI.
• Annual Retirement Profit Share of 5% of gross wages.
• Tuition reimbursement of up to $7,000 annually.
• Annual scholarships for dependents of employees.
• Referral bonuses of $1,250 when employees help us spread the word and hire great talent.
• Annual discretionary bonuses for employees not on a commission plan.
• EAP and Wellness Benefits.
• On-site electric vehicle charging stations - free for employee use.
• Verizon discounts & Identity Theft Protection Insurance.