Product Support Lead

On-site
- Naugatuck, United States
Management

Benefits Package: Which includes:

Medical

Dental

Vision

Short‑ Long Term Disability Insurance

401(k) Retirement Plan

Paid Company Holidays

Floating Holiday

Annual Leave -PTO

Paid Sick Leave

Job description

About Us

Envipco is a leading reverse vending machine (RVM) technology company with over four decades of experience providing systems for all sizes of enterprise – from small to large – with customized recycling solutions. We're looking for skilled, experienced and hardworking folks who share our core values and care about things like setting high goals, teamwork, integrity, accountability, quality, and a commitment to customer satisfaction. As we continue to grow and expand our US Business, we're looking for people to grow along with us! Envipco offers a high energy, fast-paced environment with excellent growth opportunities.

Job Description

We are seeking for a Product Support Engineer to provide technical assistance, troubleshoot and resolve product issues, and collaborate with internal teams to enhance customer satisfaction. The role involves maintaining detailed documentation, supporting product improvement efforts, and ensuring seamless product operations for end users.

Tasks & Responsibilities

· Stay up to date with new product developments to ensure we always deliver the highest level of service possible in all markets in Americas

· Coordinate and provide support for the rollout of new software releases in the field

· Respond to all to all support request, troubleshooting and resolving complex HW and SW issues from lead technicians or service managers (calls and mails) in a timely manner

· Provide Backoffice, Installation support including networking setup, registration of machines etc.

· Translate customer requests into R&D sprints as necessary

· Produce service documentation. This includes service manuals, upgrade instructions, technical bulletins

· Maintain recommended Spare Parts lists for Envipco Service, Partners and Supply Chain

· Gather feedback direct from customers for future improvements/enhancements to our devices

· Collaborate with multiple internal departments to ensure customer satisfaction

· For new markets: Provide introduction support according to provided specifications approved by Customer and Envipco Management

· Improve and maintain Troubleshooting guide and Maintenance procedures

· Identify training needs and organize both online and onsite training sessions and process trainings in person, if necessary

· Maintain organized records of all technical updates

· Local travel required up to 20% of time

Job requirements

Job Requirements Profile

· Technical degree in electrical engineering, electronics, mechatronics or similar

· Prior experience with reverse vending equipment is highly desired

· 5+ years’ experience in a technical support role

· Background in customer service/support, ideally with both onsite & remote experience

· Ability to define problems, collect data, establish facts and draw valid conclusions

· Comfortable in a multi-disciplined environment: Mechanical, Electrical/Electronic & Software

· Ability to effectively train other employees

· Clear in communication, focused and patient

· Strong written/verbal communication skills

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Questions

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Salary requirements? Are you comfortable with up to 20% local travel? Are you comfortable with international travel if needed? Are you currently authorized to work in the United States without sponsorship now or in the future?

Can you describe your experience supporting complex products involving hardware and software? What types of systems (electrical, mechanical, software) have you worked with? How do you approach troubleshooting when multiple components (HW/SW/network) are involved? Do you have experience supporting field technicians or service teams? How? Do you have experience with Linux systems? Do you have experience with scripting languages (e.g. Bash, shell, Python) Do you have the ability to analyze Data and Create spreadsheets

How do you prioritize multiple incoming support requests?

Describe your experience working with other departments than your own. How do you translate customer issues into actionable feedback for product improvements? How do you ensure alignment between support, engineering, and operations? Are you able to effectively communicate with various departments to be a liaison to the field?

How do you handle frustrated or high-demand customers? Can you give an example where you turned around a negative customer experience?

What experience do you have creating technical documentation (manuals, SOPs, guides)? How do you ensure documentation stays accurate and up to date? Have you improved a troubleshooting guide or process? What impact did it have?

What role have you played in software or product rollouts? How do you prepare support teams for a new hardware or software release?

What experience do you have training technicians or support teams? Have you led onsite or remote training sessions? What worked well? Are you comfortable with managing a support team?

Do you have experience managing or recommending spare parts inventory? How do you ensure field teams have what they need to resolve issues quickly? Have you supported new market launches or new customer deployments?

Product Support Lead

Job description

Job requirements

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