Product Support Specialist Department:

Engineering Employment Type:

Full-Time Reports To:

Director of Engineering Travel:

Up to 25% regionally and nationally Position Summary We are seeking a hands-on Product Support Specialist to serve as a technical subject-matter expert supporting product development, testing, quality, manufacturing, and field operations within the fire protection and special-hazards industry. This position plays a key role throughout the product lifecycle, combining technical testing, troubleshooting, root-cause analysis, field support, and customer training. The ideal candidate brings strong mechanical and electrical aptitude along with practical experience working with fire suppression systems, pressurized equipment, piping, valves, cylinders, fire alarm and detection systems, and related components. This is an excellent opportunity for an experienced technical professional who enjoys solving complex problems, working hands-on with equipment, and collaborating across Engineering, Manufacturing, Quality, Sales, and Field Operations. Key ResponsibilitiesProduct Development, Testing & Continuous Improvement Provide hands-on technical expertise supporting product development, testing, manufacturing, and continuous improvement throughout the product lifecycle. Plan and execute component, material, prototype, and finished-product testing for both new and existing products. Develop testing methods and accurately document test results, observations, findings, and recommendations. Source and evaluate components, materials, and manufacturers in coordination with Engineering and other internal stakeholders. Support test setup and execution, including piping configurations, nozzle arrangements, equipment setup, and coordination with internal and external testing facilities. Provide practical manufacturing and field input during product design reviews and development activities. Serve as a technical product resource for Engineering, Manufacturing, Sales, and other internal teams. Identify opportunities to improve products based on testing results, production experience, field performance, and customer feedback. Product Troubleshooting & Root-Cause Analysis Investigate product and application issues and help determine root causes and corrective actions. Receive, investigate, test, document, and support the resolution of product returns and RMA cases. Develop and execute testing protocols to diagnose product or performance issues. Troubleshoot complex technical issues escalated by Manufacturing, Field Operations, distributors, or customers. Partner with Engineering, Quality, and Manufacturing teams to identify and implement corrective and preventive actions. Monitor recurring product issues and communicate trends, findings, and improvement recommendations to appropriate stakeholders. Maintain accurate technical documentation covering investigations, testing activities, findings, and resolutions. Field & Customer Technical Support Travel to customer sites to provide technical support during installation, testing, commissioning, troubleshooting, and servicing of special-hazard systems. Assist Field Technicians with complex installations, commissioning activities, and escalated troubleshooting. Read and interpret engineering drawings, schematics, P&IDs, and project specifications to support field execution and problem resolution. Perform applicable inspections and testing and complete required field documentation and reports. Assist with control panel programming and system configuration as required. Develop and deliver technical and product training for Sales, Customer Support, Field Technicians, distributors, and other stakeholders. Support Sales and Marketing through product demonstrations, technical content, and responses to customer-facing technical questions. Clearly communicate technical findings, recommendations, and required actions to customers and internal teams. Required Qualifications 5+ years of progressively responsible technical experience in fire suppression, special hazards, fire protection, industrial equipment, or a closely related technical or manufacturing environment. Experience with clean-agent or special-hazard fire suppression systems , including technologies such as:

FK-5-1-12

/ Novec 1230 HFC-227ea / FM-200 Inert Gas / Inergen / IG-541 Strong mechanical and electrical aptitude with hands-on experience involving: Mechanical systems Piping Valves Cylinders Pressure testing Fire alarm and detection systems Hand tools and related equipment Experience conducting technical testing, troubleshooting, product validation, or root-cause investigations. Ability to read and interpret engineering drawings, schematics, P&IDs, technical specifications, and similar technical documentation. Strong analytical and problem-solving skills with the ability to systematically diagnose complex technical issues. Ability to communicate technical information effectively to both technical and non-technical audiences. Valid driver's license with an acceptable driving record. Ability to meet applicable customer and job-site access requirements. Ability to travel up to 25% regionally and nationally by automobile or air. Preferred Qualifications Associate or bachelor's degree in Engineering Technology, Engineering, Fire Protection , or a related technical discipline. Working knowledge of

NFPA 2001, NFPA

72, and UL/FM requirements . NICET Special Hazards certification or other applicable fire-protection credentials. Experience supporting product development, testing, and validation within a manufacturing environment. Experience with AutoCAD, hydraulic flow calculations, Retrotec , or comparable technical software. Hazardous materials, confined-space, lockout/tagout, hot-work, or related safety training and certifications. Key Competencies Successful candidates will demonstrate: Strong technical and product expertise. Systematic technical problem solving and root-cause analysis. Hands-on testing and analytical ability. Clear written and verbal technical communication. Ability to translate complex technical concepts for customers and non-technical audiences. Effective collaboration across Engineering, Manufacturing, Quality, Sales, and Field Operations. Ability to work independently under general supervision while maintaining strong documentation and follow-through. Work Environment & Physical Requirements The position operates across office, engineering, manufacturing, testing, and customer field environments. Employees may regularly work around machinery, pressurized systems and cylinders, piping and mechanical equipment, elevated noise levels, and varying temperatures. Field assignments may include active construction, industrial, commercial, and critical-infrastructure environments with varying site conditions. The position requires a combination of standing, walking, sitting, climbing, bending, kneeling, pushing, pulling, reaching, and lifting necessary to perform hands-on testing, field support, and technical activities. Schedule Full-time Approximately 40-45 hours per week Typically 8-9 hours per day, five days per week Up to 25% travel Equal Employment Opportunity We are an Equal Opportunity Employer and provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training, and other employment-related activities. We are committed to maintaining a workplace free from unlawful discrimination and harassment.

Pay:

$85,000.00 - $104,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance

Work Location:

In person