Technical Support Specialist III- Jewelry Equipment/MFG Process

Rio Grande•Albuquerque, NM

8d•Onsite

About The Position

We are seeking an experienced Technical Sales Support Specialist III to join our Customer Support team, supporting RioPro+, manufacturers and professional customers who want advice on products and processes and invest in capital equipment. This Level 3 role serves as an escalation point for complex technical inquiries and provides advanced troubleshooting, diagnostics, and deep manufacturing expertise across jewelry production processes. The Specialist partners closely with customers, Sales, Merchants, and internal teams to ensure confident equipment usage, strong adoption, and successful business outcomes. This position requires extensive bench experience and strong manufacturing knowledge, along with the ability to guide customers in making informed equipment purchasing decisions.

Requirements

5–10 years of experience as a bench jeweler.
5+ years in jewelry technical support or technical manufacturing role, with customer-facing responsibilities.
Strong manufacturing knowledge across jewelry production processes.
Experience with retail customers or with back of the house bench experience.
Demonstrated experience guiding customers in equipment purchasing decisions.
Advanced hands-on experience in: Casting Soldering Stone setting Polishing Metal finishing Plating Lapidary
Experience with jewelry-makingprocesses andtoolsas well ascapital machinery such as casting equipment, polishing systems, 3D printing, and/or laser welding.
Strong troubleshooting and diagnostic skills.
Excellent communication and consultative problem-solving abilities.
Ability to explain technical processes to customers and internal associates with varying knowledge levels

Nice To Haves

Bilingual (English/Spanish).
Experience using CAD software for jewelry design.
Certification from a recognized jewelry technical or gemology program.
Experience supporting capital equipment customers in a B2B environment.

Responsibilities

Serve asatechnical escalation resource for jewelry-making tools and capital equipment.
Diagnose and resolve complex issues related to casting, soldering, stone setting, polishing, finishing, laser welding, and production workflows.
Apply deep manufacturing knowledge to provideaccurateprocessand productrecommendations.
Identifyroot causes and recommend preventative solutions to reduce repeat issues.
Document case insights to support knowledge base development and quality tracking.
Guide customers in selectingappropriate toolsand capital equipment based on their shop size, production goals, skill level, and growth plans.
Provide consultative support for shop setups and business expansions.
Support sales sprints with real-time technicalexpertiseto help drive confident purchasing decisions.
Partner with Sales to ensure equipment recommendations align with customer production needs.
Conduct live virtual and in-person training sessions forRioPro, Rio Pro+and Wholesale customers.
Lead equipment setup walkthroughs and workflow optimization sessions.
Guide customers through best practices to maximize equipment efficiency and ROI.
Adapt teaching style to varied skill levels, from intermediate to advanced professionals.
Provide technical support viaemail andphone platforms.
Support both scheduled consultations and on-demand calls withRioPro+ clients.
Manage case follow-ups to ensure resolution and customer satisfaction.
Train internal sales agents and support teams on new and existing equipment and processes.
Act as an internal consultant to improve technical communication and solution accuracy.
Share customer insights and recurring trends with cross-functional partners.
AssistMerchantsand Product teams with testing, technical analysis, and usability feedback.
Support trade shows and external events by preparing, testing, anddemonstratingequipment.
Help ensure all tools and machines are operational andshow ready.
Represent technicalexpertiseinsales-supportenvironments.
Contribute to the creation of training materials and tutorial videos.
Supportdevelopmentof setup, maintenance, andbest-practicecontent for customers and internal teams.

Benefits

Medical plan with low premium rates and no high deductible (includes dental and vision) and telemedicine
401(k) matching program
Paid time-off benefits, plus an additional seven paid holidays
Paid life insurance and optional additional life insurance
Long-term and short-term disability
Flexible spending account
Pet insurance
Tuition reimbursement
On-site gym and company wellness program
Bereavement leave
Employee discounts at Rio Grande
Local and national discounts on various travel and entertainment
Competitive compensation, including an opportunity to share in the profits