Technical Product Support Specialist - Metalworking & Tools
About The Position
W.W. Grainger is hiring a Technical Product Support (TPS) Specialist for its Metalworking & Tools product support team. In this specialized role, the specialist assists customers by telephone with product selection, post-sales support, product application questions, and troubleshooting across a large range of Grainger products. The position is remote and work from home. The specialist communicates with external customers, including end-users, maintenance technicians, and contractors, as well as internal partners such as parts and sourcing specialists, sales, and store team members. They use multiple computer programs and applications simultaneously to identify solutions and document conversations, including navigating websites, conducting web searches, and searching Grainger’s online catalog. The role follows established processes and a published schedule to support customers during periods of greatest need. Product expertise is developed and maintained through industry experience, formal vendor training, and on-the-job learning. The specialist also shares product feedback with product teams based on customer and field-team interactions. The schedule is 8.5 hours per day, 10:30 a.m. to 7 p.m. CST, Monday through Friday. The position reports to the Manager, TPS Customer Experience. The role is hourly, with an anticipated base pay range of $24.67 to $37.02.
Requirements
- At least 5 years of relevant job experience or hands-on field experience applying, installing, maintaining, troubleshooting, and repairing hand/power tools, metalworking/welding equipment, and test equipment.
- Proficiency in computer use and the ability to navigate multiple applications simultaneously using multiple screens or dual monitors.
Nice To Haves
- Experience applying, maintaining, and troubleshooting hand/power tools, metalworking/welding equipment, and test equipment.
- Relevant experience may include construction work, welding, fabrication, or retail tool experience.
Responsibilities
- Communicate with external customers, including end-users, maintenance technicians, and contractors, and internal customers, including parts and sourcing specialists, sales, and store team members.
- Provide technical product support by telephone, including product selection, post-sales support, product application guidance, and troubleshooting.
- Use multiple computer programs and applications at the same time to identify solutions and document customer conversations.
- Navigate websites, conduct web searches, and search Grainger’s online catalog for products.
- Follow established processes and the published schedule when customer need is greatest to help support customers and exceed expectations.
- Use industry-related experience, formal vendor training, and on-the-job learning to achieve and maintain technical expertise on Grainger products.
- Capture and forward product feedback to product teams based on interactions with customers and field team members.
Benefits
- Medical, dental, vision, and life insurance coverage starting on day one of employment.
- Six free sessions each year with a licensed therapist.
- 18 paid time off (PTO) days annually for full-time employees, prorated based on employment start date.
- Six company holidays per year.
- A 6% company contribution to a 401(k) Retirement Savings Plan each pay period, with no employee contribution required.
- Employee discounts.
- Tuition reimbursement.
- Student loan refinancing.
- Free access to financial counseling, education, and tools.
- Maternity support programs and nursing benefits.
- Up to 14 weeks of paid leave for birth parents and up to 4 weeks of paid leave for non-birth parents.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
