Hardware Troubleshooting Support Jobs

1 job found

Today

Technical Support Representative

Skutt Ceramic Products Portland, OR

Portland, OR

Today

$25 - $30/hr Full time Customer Support Email Support Equipment Support

Apply Now

Job Description

Skutt Ceramic Products is seeking a Technical Support Representative to troubleshoot ceramic and glass kiln systems and related equipment while helping customers and feeding insights back to the team.

Responsibilities

Provide timely, professional troubleshooting and technical support for Skutt equipment via phone, email, and video
Diagnose and address issues involving kilns, pottery wheels, controllers, electrical components, and related equipment
Walk customers through setup, operation, maintenance, and troubleshooting
Recommend appropriate products, accessories, replacement parts, and solutions based on customer needs
Identify root causes and explain technical solutions clearly to customers with different levels of experience
Share accurate information on features, specifications, operation, maintenance, warranties, returns, and replacement procedures
Maintain accurate records of customer interactions, troubleshooting steps, and resolutions
Escalate complex or unusual issues and collaborate with engineering, production, sales, and other departments as needed
Communicate customer feedback, recurring issues, and product concerns to internal teams
Help develop and update technical support resources, including FAQs, troubleshooting guides, and manuals
Identify opportunities to improve products, documentation, training, and the overall customer support experience
Stay current on Skutt products, technologies, troubleshooting procedures, and support policies
Act as a Skutt ambassador through professional communication, sound judgment, helpfulness, and a commitment to doing what is right for the customer

Requirements

Strong working knowledge of ceramic kilns, pottery wheels, and related Skutt equipment
Ability to troubleshoot electrical, mechanical, hardware, and software-related problems
Ability to read and interpret wiring diagrams, technical documentation, product manuals, and specifications
Strong understanding of electrical safety and safe operating and maintenance practices
Ability to methodically diagnose problems, identify root causes, and develop practical solutions
Familiarity with replacement parts, equipment maintenance, and repair procedures
Ability and willingness to learn new products, technologies, and troubleshooting methods
Understanding of warranty policies, product returns, and replacement procedures is preferred
Excellent verbal and written communication skills
Ability to explain technical concepts clearly and patiently to customers with varying technical experience
Strong listening and questioning skills to gather the information needed for accurate diagnosis
Ability to remain calm, professional, and empathetic when assisting frustrated or confused customers
Strong attention to detail and commitment to providing accurate information and clear instructions
Ability to manage multiple customer cases while maintaining quality, organization, and follow-through
Strong commitment to customer satisfaction and a positive customer experience
Ability to work effectively with engineering, production, sales, and other departments to resolve complex issues
Strong documentation and organizational skills
Ability to contribute to and improve technical documentation, FAQs, troubleshooting guides, and other support resources
Familiarity with CRM and ticketing systems, email, spreadsheets, databases, and other standard office tools
Ability to prioritize work effectively and adapt to changing customer and business needs

Technologies

CRM
ticketing systems
email
spreadsheets
databases

Preferred experience

Hands-on experience operating, maintaining, troubleshooting, or repairing ceramic kilns
Experience working in a ceramic or glass studio, school, university, community arts center, or similar environment
Experience with pottery wheels or other ceramic equipment
Electrical, mechanical, electronics, or technical repair experience
Experience providing technical support or customer service
Experience working with technical documentation, service manuals, or troubleshooting procedures

What will help you succeed

Curious: enjoys figuring out how things work and why they fail
Resourceful: can work through unfamiliar problems and find practical solutions
Patient: understands customers may be stressed, frustrated, or unfamiliar with the technology
Thorough: works toward correct diagnosis beyond the first possible answer
Clear: turns complicated technical issues into instructions people can understand
Team-oriented: knows when to solve and when to bring in others
Customer-focused: technical support includes helping people get back to creating
Safety-minded: emphasizes proper procedures for electrical and high-temperature equipment
A Skutt ambassador: represents the company through communication, professionalism, judgment, and willingness to help

Location: Portland, OR (onsite)

Compensation: USD 25 - 30 per hourly

View full job page →

Get Hardware Troubleshooting Support Jobs alerts

New Hardware Troubleshooting Support Jobs, daily.