Technical Support Representative

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