Technical Service Support

In the Technical Service Support role, you will serve as a critical resource for our Customer Service team, offering technical expertise and product knowledge to resolve advanced customer inquiries and issues. You will collaborate with internal departments to ensure technical accuracy, facilitate efficient issue resolution, and drive improvements that enhance overall customer satisfaction. This position plays a key role in shaping the customer experience, driving technical excellence, and contributing to a culture of innovation and collaboration.

Responsibilities

Technical Support and Product Expertise

• Serve as the primary technical resource for the Customer Service team, providing detailed product knowledge and resolving complex inquiries.
• Develop and maintain a thorough understanding of Irwin Seating’s product lines, including specifications, features, and compatibility across various solutions.

Issue Resolution and Troubleshooting

• Diagnose and resolve advanced technical issues reported by customers, liaising with Engineering and Quality teams as necessary.
• Collaborate with internal teams to address recurring product challenges and recommend potential design or process improvements.

Documentation and Resources

• Create, update, and organize technical documentation, including user guides, troubleshooting manuals, and technical bulletins.
• Ensure that the Customer Service team has access to up-to-date and accurate technical resources.

Parts Identification and Recommendations

• Provide expert advice on part identification and compatibility, ensuring accurate recommendations based on customer needs and product specifications.

Cross-Department Collaboration

• Work with Engineering, Production, and Project Management teams to obtain technical details, resolve issues, and provide feedback on product performance.
• Participate in cross-functional initiatives to improve product quality and customer satisfaction.

Training and Knowledge Sharing

• Conduct regular training sessions for the Customer Service team on new products, updates, and advanced troubleshooting techniques.
• Act as a mentor and resource, empowering the team with the knowledge to handle a broader range of technical inquiries.

Continuous Improvement Initiatives

• Identify and implement opportunities to improve technical support processes, reduce resolution times, and enhance the overall customer experience.
• Contribute to departmental goals by monitoring performance metrics and recommending strategic changes.

Qualifications

• Associate’s or Bachelor’s degree in Engineering, Technical Studies, or a related field preferred; equivalent experience will be considered.
• 3+ years of experience in a technical support, product specialist, or similar role, ideally within manufacturing or a product-centric industry.
• Familiarity with blueprint reading and CAD software is beneficial.
• Experience with mechanical or seating products is advantageous.
• Proficiency in CRM systems and technical support tools is preferred.
• Strong understanding of product functionality, specifications, and troubleshooting methods.
• Analytical mindset with the ability to diagnose issues and develop effective solutions.
• Excellent verbal and written communication, with the ability to explain technical concepts to non-technical audiences.
• Proven ability to work effectively with cross-functional teams and external customers.
• Skilled in creating and delivering educational content to enhance team capabilities.
• Strong attention to detail with the ability to manage multiple priorities and maintain documentation accuracy.

Why Irwin?

Founded in 1907, Irwin Seating is a fourth-generation, family-owned company with locations in Grand Rapids, Michigan and Altamont, Illinois. We bring people together to learn, create, and share meaningful experiences both within our teams and in the spaces we design. You’ll be part of a people-first team that believes in collaboration, growth, and doing the right thing. Here, you can build a career you love while growing alongside a company that feels like family.

Compensation: The base salary range for this full-time position is $64,000 - $74,000. Within this range, individual pay is determined based on several factors, including but not limited to: relevant work experience, job-related knowledge, skills, and complexity of the role.

FLSA Status: Exempt

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