Product Support Specialist
Employee Owned Brands · Fairfield
Dexter Laundry is the world leader in commercial laundry equipment. We build high-quality laundry equipment in the heart of America, and we are doing everything we can to have a positive impact on our customer’s lives. We promise our customer’s a lifetime of support so they can focus on building better businesses for themselves and their communities.
This position delivers on Dexter Laundry’s promise of lifetime technical support by providing our customers, distributors, and field service technicians with the information they need to sell, install, and service our products.
The technical support team is the face of Dexter Laundry to our customers around the world. You will be representing a company, brand, and product that is world-class.
What You'll Do:
Customer & Technical Support
- Provide expert technical support to distributors, service technicians, equipment owners, and business partners around the world.
- Troubleshoot mechanical, electrical, and networking-related issues involving Dexter commercial and industrial laundry equipment.
- Build strong relationships with customers by delivering timely, professional, and effective solutions.
- Serve as a trusted technical resource for the Dexter customer network.
Training & Education
- Lead engaging technical training seminars at customer locations and at the Dexter manufacturing facility.
- Develop and deliver training materials that help customers and service providers maximize equipment performance.
- Create service procedures, instructional materials, and educational resources to support the field.
Influence Product Innovation
- Act as the Voice of the Customer during product development and design discussions.
- Collaborate with Engineering, Manufacturing, and Procurement teams to identify product enhancements and implement improvements.
- Use customer feedback and field experience to help shape future product designs and features.
- Participate in testing and validating product updates and enhancements.
Additional Opportunities
- Develop installation instructions and field modification procedures.
- Create visual training content, including service videos and maintenance tutorials.
- Support the development of performance metrics and tracking tools that enhance customer support effectiveness.
- Assist with maintaining technical manuals and documentation for all Dexter products.
What You'll Bring:
Education & Experience
- Engineering, technical, networking, or related degree preferred.
- Alternatively, 3-5 years of relevant experience in manufacturing, engineering, technical support, networking, or a closely related field.
- Customer-facing technical support experience strongly preferred.
Skills & Knowledge
- Strong verbal and written communication skills.
- Mechanical and electrical troubleshooting experience.
- Ability to read schematics and follow technical documentation.
- Familiarity with Windows operating systems and basic networking concepts.
- Confidence presenting and training individuals or groups.
- Proficiency with Microsoft Office applications, particularly Excel, Word, and PowerPoint.
- Experience with Adobe Creative Suite, AutoCAD, Visio, or similar tools is a plus.
- General construction knowledge, including electrical, plumbing, concrete, and framing, is helpful.
- Willingness to travel occasionally, including international travel.
Why You'll Love This Role
- Influence products used worldwide.
- Work directly with customers and industry professionals.
- Collaborate with engineering and manufacturing teams.
- Travel, teach, innovate, and solve complex technical challenges.
- Join a team committed to helping customers succeed.
Physical & Position Requirements
- Ability to sit, stand, bend, lift, and perform hands-on technical work as needed.
- Flexibility to work occasional evenings, weekends, and varied schedules.
- Ability to pass required background, physical, drug, and alcohol screenings.
- Authorization to work in the United States.
Our Vision:
TO BE OUR CUSTOMERS' COMPETITIVE ADVANTAGE!
Join Dexter Laundry and help deliver the technical expertise, innovation, and customer support that make us the trusted choice across the world
Be the Voice of the Customer. Shape the Future of Our Products.More jobs at Employee Owned Brands · Other jobs in Fairfield, IA