Product Support Specialist

Position Description

L.B. White Company, a Modine company and leader in heating and climate solutions for agricultural, commercial, and industrial markets, is seeking a Product Support Specialist to provide technical support to customers, distributors, and internal teams. This role serves as a point of contact for product inquiries, troubleshooting, and application guidance via phone and email, helping deliver exceptional customer service and support the continued success of the L.B. White brand.

The required work hours for this position are 8:30 a.m. to 5:00 p.m. to ensure coverage during our technical support phone service hours.”

Key Responsibilities

• Preparing technical documentation, including manuals, will account for 30% or more of the role’s responsibilities.
• Phone support at the Onalaska facility will comprise 50% or more of this position’s responsibilities.
• Troubleshooting and/or repair of highly engineered, LB White heating equipment or R Supply CoolCell products using telephone, video chat or e-mail.
• Travel to sites or installations for multiple days to provide hands on troubleshooting and/or repair of our products.
• Providing application assistance; performing application reviews for customers based on their needs and developing application guidelines for each site.
• Performing failure rate/failure trend analysis; communicate trends to product engineering.
• Developing and conducting in-house and remote service schools and training programs for sales, marketing, and manufacturing. Training content focuses on technical aspects of safe product use.
• Developing and maintaining technical literature including owners' manuals and service bulletins.
• During off-season, conduct lab tests/participate in the development of products and competitive evaluations.

Required Education & Qualifications

• A minimum of 2 years of experience troubleshooting technical products by phone and email.

• Strong interpersonal and communication skills.
• Proficiency in Epicor, MS Office Suite, including Word, Excel, and Outlook.
• Analytical abilities with good attention to detail.
• Travel will be required (up to 25% of time), sometimes with last-minute notice.

Reporting Structure:

This position reports to the Engineering Manager.