We are looking for a Product Support Specialist to join a water industry organization in Sarasota, Florida. This contract opportunity with permanent potential is ideal for someone who enjoys solving technical issues, guiding customers through product use, and working cross-functionally to deliver a strong service experience. In this onsite role, you will support customers after the sale, help resolve instrument-related concerns, and contribute to accurate reporting and continuous improvement efforts across the support function.

Responsibilities:

• Investigate and resolve customer issues involving instruments, including hardware, electronics, software behavior, data output, and chemistry-related performance questions.
• Lead post-implementation and post-sale training sessions to help customers use products effectively and confidently.
• Guide users to the appropriate manuals, reference materials, and support resources so they can quickly find needed information.
• Record service requests, warranty matters, product feedback, and quality-related concerns in internal systems with clear and complete details.
• Prepare quotations for repairs and follow-up service work while coordinating return authorizations and tracking products sent in for service.
• Maintain detailed case documentation that captures the reported issue, troubleshooting process, and final resolution for each interaction.
• Work with quality and internal partner teams to escalate non-conformance concerns, monitor progress, and communicate updates back to customers.
• Analyze recurring support trends, warranty activity, and ticket volume data, then prepare reports and dashboards for management review.
• Create and refine customer-facing documentation and internal records, including product registrations, activity logs, and data cleanup efforts to improve accuracy.
• Share customer insights with sales, engineering, product management, and other stakeholders to support product enhancements and process improvements.