Customer and Warranty Support Lead

Zaniboni Lighting•Clearwater, FL

5d•Onsite

About The Position

The Customer and Warranty Support Lead leads Customer Support, Warranty, and product sample activities, including troubleshooting product issues and performing post-sales warranty repairs remotely and at client sites. The role supervises the Support Administrator and Samples Coordinator and requires strong customer-facing skills, electronics and installation knowledge, repair skills, and the ability to lead others. Travel is required to client sites, primarily within the United States, with some international travel. The role coordinates with Operations, Engineering, Accounting, and Sales to address field issues, improve products and assemblies, close warranty returns in the system, and keep stakeholders informed. It also oversees support ticketing and administrative processes, sample and show-booth product readiness, warranty compliance, customer support, repairs and replacements, and identification of trends in customer feedback and warranty claims. The position is full-time, in-house with travel requirements, and offers starting annual compensation of $70,000, negotiable based on certifications, skillset, and experience.

Requirements

Associate degree or technical degree in Electronics or Mechanical studies, or equivalent experience meeting the position's minimum performance requirements.
At least 3 years of experience as a field technician with low-voltage electronics or fixtures.
Ability to read and interpret schematics, wiring diagrams, layouts, and engineering drawings.
Proficiency with hand tools, including calipers, strippers, crimpers, screwdrivers, and drills.
Professional written and verbal communication skills for interacting with customers.
Ability and willingness to travel to client sites, mainly within the U.S., with some international travel.
Ability to work a flexible schedule, including weekends as needed.
Comfort working at heights and performing maintenance and repair using ladders, scaffolding, or other equipment, while following safety protocols and using required personal protective equipment.
Ability to pass a pre-employment 10-panel drug screen and participate in quarterly random screening.

Nice To Haves

Strong face-to-face customer service and client support experience.
Soldering certification; certification is preferred but not required for candidates with experience.

Responsibilities

Lead Customer Support, Warranty, and product sample activities.
Supervise the Support Administrator, ensuring the RMA website ticketing system, internal procedures, and administrative processes are completed and confirmed with Accounting.
Supervise the Samples Coordinator to ensure customer samples, sample briefcases, and show-booth products are delivered on schedule and meet quality expectations.
Collaborate with Operations, Engineering, Accounting, and Sales to prevent recurring field issues and improve assemblies and products.
Ensure warranty policies are followed and the business complies with applicable warranty and consumer-rights policies.
Provide timely and effective customer support by phone, email, and in person.
Maintain up-to-date knowledge of products, components, installation, and troubleshooting.
Follow assembly instructions, solder and connect components as specified, and perform quality checks.
Arrange replacements and repair defective or damaged products, providing prompt warranty solutions.
Maintain an organized, clean, and efficient production environment.
Provide on-site support and troubleshooting, including travel within the U.S. and Canada and occasional overseas travel.
Report nonconformances to Engineering and the Company Trainer for training and corrective action.
Analyze customer feedback and warranty claims to identify patterns and opportunities for improvement.