After Sales Technical Support

XLT Ovens offers an in-office After Sales Technical Support role for someone who enjoys helping customers through troubleshooting, creating clear solution documentation, and improving service processes over time. This position is based onsite in Wichita, KS and supports customers primarily through phone and email, with occasional hands-on opportunities such as installations, training, and attending trade shows. The salary range is USD 45,000 to 55,000 per year.

Responsibilities

• Follow the company’s Quality Management System in daily work.
• Prioritize customer satisfaction while maintaining compliance with statutory and regulatory requirements.
• Protect the company’s assets, reputation, goodwill, and marketplace stature at all costs.
• Listen to customers patiently and remain professional under pressure.
• Resolve problems quickly and escalate when necessary.
• Suggest improvements to troubleshooting guides and service processes.
• Handle service issues and enter orders for service parts as part of warranty and parts sales.
• Coordinate with team members to identify and implement solutions.
• Create accurate reports and maintain product databases.
• Provide feedback and industry insights to Marketing and R&D.
• Maintain tools, equipment, and workspaces.
• Observe all safety rules and promote a safe work environment.
• Perform other duties as assigned by the President.

Essential Functions

This role performs duties consistently, accurately, timely, safely, and at the lowest feasible cost.

• Listen to customers patiently and maintain professionalism under pressure.
• Resolve problems quickly and escalate when necessary.
• Suggest improvements to troubleshooting guides and processes.
• Solve service issues and enter orders for service parts (warranty/parts sales).
• Coordinate with team members to find solutions.
• Create accurate reports and maintain product databases.
• Provide feedback and industry insights to Marketing and R&D.
• Maintain all tools, equipment, and workspaces.
• Observe safety rules and promote a safe work environment.
• Perform all other duties as assigned by the President.

Requirements

• Excellent listening and communication skills.
• Strong problem-solving and decision-making ability.
• Leadership and motivational skills.
• Ability to work under pressure, both independently and as part of a team.
• Attention to detail and mechanical aptitude.
• Knowledge of electrical and fuel systems.
• Understanding of XLT products, customers, competitors, and markets.
• Proficiency in Microsoft Office and database systems.
• Teamwork: Give more than you take
• Excellence: Strive to win at what we do
• Integrity: Do what’s right, even when it’s hard
• Respect: Treat others as you want to be treated
• Ability to lift up to 50 pounds.
• Ability to stand, walk, and use hands for up to 10 hours per day.
• Ability to climb, balance, stoop, kneel, crouch, and crawl as needed.
• Basic math skills (add, subtract, multiply, divide).
• Ability to read, speak, and write English clearly.
• Ability to convey information effectively and judge distances, shapes, and fits.
• Knowledge of: XLT Quality Manual, Kaizen Revolution, The Little Big Things, How to Win Friends and Influence People, 2 Second Lean.