Customer and Warranty Support Lead

Zaniboni Lighting•Clearwater, FL

7d•Onsite

About The Position

The Customer and Warranty Support Lead oversees Customer Support, Warranty, and product sample activities, including troubleshooting product issues and handling 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. The position is full-time and in-house, with travel to client sites primarily in the United States, as well as Canada and occasionally overseas. The role provides timely customer support by phone, email, and in person; maintains product and troubleshooting knowledge; and arranges repairs or replacements for defective or damaged products under warranty. It also coordinates across departments to address recurring field issues, oversees RMA and sample processes, and analyzes customer feedback and warranty claims for improvement opportunities. Repair and assembly work includes following assembly instructions, connecting and soldering components, and performing quality checks. The role maintains an organized production environment and reports nonconformances for corrective action and training. The position requires travel and a flexible schedule, including weekends as needed. Employees must be comfortable working at heights using ladders, scaffolding, or other equipment, and follow safety protocols and use required personal protective equipment. The company is a Florida Drug Free Workplace and requires a pre-employment 10-panel drug screen and quarterly random screening. Starting annual compensation is $70,000, negotiable based on certifications, skillset, and experience. After a 30-day waiting period, employees become eligible for medical, dental, and vision insurance, paid holidays, and paid time off that increases with longevity.

Requirements

Associate degree, 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.
Skill with hand tools, including calipers, strippers, crimpers, screwdrivers, and drills.
Ability to communicate professionally with customers in writing and verbally.
Ability and willingness to travel to client sites, primarily domestically in the United States, with some international travel.
Ability to work a flexible schedule, including weekends as needed.
Comfort working at heights to perform maintenance and repairs using ladders, scaffolding, or other equipment, while following safety protocols and using required personal protective equipment.
Ability to complete a pre-employment 10-panel drug screen and participate in quarterly random screening.

Nice To Haves

Strong experience with face-to-face customer service and client support is preferred.
Soldering certification is preferred but is not required if the candidate has experience.

Responsibilities

Collaborate with other departments to prevent recurring field issues, including holding weekly meetings with Operations, Engineering, Accounting, and Sales as appropriate.
Supervise the Support Administrator to ensure RMA website ticketing, internal procedures, and administrative processes are completed, including confirmation with Accounting.
Supervise the Samples Coordinator to ensure customer samples, sample briefcases, and show booth products are delivered on schedule and meet quality expectations.
Follow company warranty policies and ensure compliance with relevant warranty and consumer-rights policies.
Provide timely and effective customer support by phone, email, and in person.
Maintain current knowledge of products, components, installation, and troubleshooting.
Follow assembly instructions, solder and connect components as specified, and perform quality checks at each step.
Arrange replacements and repair defective or damaged products, providing prompt warranty solutions.
Maintain an organized, clean, and efficient production environment.
Provide on-site troubleshooting and support, traveling within the United States and Canada and occasionally overseas.
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.