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About the Role

The Product Support Specialist I is a crucial member of QVI’s Service Team, responsible for providing remote technical support to customers related to QVI metrology equipment and products. This entry-level role provides comprehensive training to develop expertise in QVI technologies and prepares team members for advancement. The role involves supporting direct end users, QVI representatives, and the QVS Field Service team, combining technical proficiency with strong communication skills to deliver an excellent customer experience.

Responsibilities

Conduct remote technical support related to QVI Metrology equipment.
Progress steadily towards supporting a wide variety of products, technology, and customer issues.
Gain knowledge of QVI products and technology.
Notify Escalation Coordinator and/or management before a service event escalates from the Representative or customer.
Assist with technical resolution of escalated service events.
Develop creative solutions and work arounds that have not been known previously.
Provide effective and clear communication regarding technical details/plans to non-technical persons.
Provide proactive responses before the customer asks for updates.
Maintain positive/constructive messaging with all business interactions.
Effectively juggle multiple service requests along with other assigned tasks and appropriately adjust priorities as new information becomes available.
Show initiative by taking on some service requests and see them through completion without being asked.
Steadily progress competency in metrology product knowledge, measurement standards, engineering, organizing, problem solving, communication and quality control.
Provide service support to other departments within QVI as directed by Management.
Recommend and assist with service bulletins or service manual updates.
Recommend improvements to service products and processes.
Engage in occasional travel to perform service or training.
Provide technical training on QVI products and technology.
Perform other duties and tasks as assigned by management.

Requirements

Associates degree, or equivalent related experience, in Engineering, Technology or Physics is required.
Specialization in electronics, mechanical, electro-mechanical, or computer science preferred.
Hands-on experience troubleshooting and diagnosing electro-mechanical systems, including motors, sensors, PLCs, and control circuits.
Prior experience in technical support experience in a remote troubleshooting environment supporting industrial equipment, manufacturing technology, or scientific instruments is preferred.
Experience in industries such as manufacturing, quality control, aerospace, medical device manufacturing, automotive, or semiconductor equipment where metrology and precision measurement are critical is desirable.
Working knowledge of computer networking, industrial automation, or control systems is a plus.
Prior experience in writing technical documentation, service bulletins, or training materials is a plus.
Excellent troubleshooting and analytical skills for identifying problem areas as well as identifying creative ways to resolve these problems.
Strong and effective communication skills with experience explaining technical concepts to both technical and non-technical audiences, especially relaying technical details via remote support.
Ability to work with many personality types, remain calm and customer-focused and in high pressure situations while working to resolve technical issues.
Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook, for documentation, data analysis, and communication.
Experience using Microsoft Office tools to support technical troubleshooting and customer interactions is preferred.
Ability to lift and carry items of up to 50 pounds.
Ability to work under and around machines in a machine shop environment.
Ability to sit, stand, and/or walk for extended periods of time (up to 8+ hour shift).
Ability to sit for extended periods of time (8-hour shift) in an office setting, utilizing standard office equipment (computer, keyboard, computer mouse, phone, etc.).
Ability to drive a car and travel via air domestic or internationally to service a product, support sales/trade shows and/or deliver training.

Skills

Troubleshooting
Diagnosing electro-mechanical systems
Computer networking
Industrial automation
Control systems
Writing technical documentation
Writing service bulletins
Writing training materials
Analytical skills
Communication skills
Customer support
Microsoft Office Suite (Word, Excel, Outlook)

Location

Rochester, NY

Work Type

Remote
Occasional travel

Experience Level

Entry level
Based on experience

Education Level

Associates degree in Engineering, Technology or Physics
Equivalent related experience

Salary/Compensations

$26.00-$36.00 per hour

Benefits

Free Individual Healthcare (97–100% employer-paid premiums on HDHP)
100% employer-paid Short-Term and Long-Term Disability Insurance
Fully employer-paid life insurance policy
3+ Weeks of PTO
Milestone PTO increases after 5 and 10 years
10 Paid Holidays
$7,000 annual tuition reimbursement
Dependent Scholarships
5% 401(k) Match
Annual Bonuses
$1,500 Referral Rewards
Free on-site electric vehicle charging stations
Cash reimbursement toward buying a qualified EV

About the Company

Quality Vision International (QVI) is a leading provider of metrology equipment and products.

Equal Opportunity

Quality Vision International Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.