After-Sales Customer Support Specialist

Prestige Wellness; New York (NY); Hybrid; USD 70,000 - 85,000; Full time

Job summary

Prestige Wellness Group is seeking an After-Sales Customer Support Specialist to ensure ongoing performance, reliability, and client satisfaction across completed projects. You will coordinate service requests, warranty support, maintenance programs, and spare parts sales while collaborating with technical, field, purchasing, and project management teams to deliver timely solutions.

This role requires strong communication, organizational skills, and a customer-first mindset, with the ability to

Qualifications

• 3+ years of experience in customer support, service coordination, after-sales support, warranty administration, or technical customer service.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused and solution-oriented mindset.
• Experience using CRM or service management platforms.
• Proficiency in Microsoft Office Suite.

Responsibilities

• Serve as the primary point of contact for clients after project completion, addressing service requests, technical questions, and performance concerns.
• Manage customer service cases from intake through resolution using Dynamics 365.
• Coordinate troubleshooting activities, service visits, and field service work orders.
• Utilize the company Knowledge Base to resolve common issues and elevate complex matters to the Technical Solutions & Support Manager.
• Coordinate with Technical, Purchasing, Field Service, Quality, and Project Management teams to ensure timely issue resolution.
• Manage warranty claims, supplier communications, and resolution tracking.
• Prepare quotations and coordinate sales of spare parts and after-sales services.
• Create and manage preventive maintenance agreements and service contracts.
• Track contract renewals and support recurring service revenue initiatives.
• Maintain accurate records of customer interactions, service activities, warranties, and maintenance contracts.
• Keep customers informed throughout the lifecycle of each case and ensure a positive customer experience.
• Identify recurring customer issues and support continuous improvement of after-sales processes and service standards.

Skills

Customer support

Service coordination

Warranty administration

Technical customer service

Tools

Dynamics 365

CRM platforms

Microsoft Office

Job description

Reports to: Technical Solutions Director

Location: New York City, NY (Hybrid)

Salary Range: $70,000 - $85,000

About Us

Prestige Wellness Group is a leader in luxury wellness solutions, designing and delivering award-winning thermal and spa environments for high-end residential and five-star commercial spaces. Headquartered in NYC, we are growing quickly and are driven by delivering exceptional design, technical excellence, and long-term client satisfaction across every project.

About the Role

The After-Sales Customer Support Specialist plays a critical role in ensuring the ongoing performance, reliability, and client satisfaction of Prestige Wellness Group's completed projects. This role serves as the primary point of contact for clients after project handover and is responsible for managing service requests, warranty support, maintenance programs, spare parts sales, and service coordination.

This position requires strong communication and organizational skills, a customer-first mindset, and the ability to coordinate across technical, field, purchasing, and project management teams to deliver timely and effective solutions.

What You'll Do

• Serve as the primary point of contact for clients after project completion, addressing service requests, technical questions, and performance concerns.
• Manage customer service cases from intake through resolution using Dynamics 365.
• Coordinate troubleshooting activities, service visits, and field service work orders.
• Utilize the company Knowledge Base to resolve common issues and elevate complex matters to the Technical Solutions & Support Manager.
• Coordinate with Technical, Purchasing, Field Service, Quality, and Project Management teams to ensure timely issue resolution.
• Manage warranty claims, supplier communications, and resolution tracking.
• Prepare quotations and coordinate sales of spare parts and after-sales services.
• Create and manage preventive maintenance agreements and service contracts.
• Track contract renewals and support recurring service revenue initiatives.
• Maintain accurate records of customer interactions, service activities, warranties, and maintenance contracts.
• Keep customers informed throughout the lifecycle of each case and ensure a positive customer experience.
• Identify recurring customer issues and support continuous improvement of after-sales processes and service standards.

What We're Looking For

Required

• 3+ years of experience in customer support, service coordination, after-sales support, warranty administration, or technical customer service.
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused and solution-oriented mindset.
• Experience using CRM or service management platforms.
• Proficiency in Microsoft Office Suite.

Preferred

• Experience supporting construction, wellness, hospitality, luxury residential, or technical products industries.
• Experience with Dynamics 365 or similar CRM/service platforms.
• Knowledge of warranties, maintenance contracts, and service operations.
• Familiarity with sauna, steam, pool, spa, or related wellness systems.
• Experience coordinating field technicians, service vendors, or subcontractors.
• Work on high-profile luxury residential and hospitality wellness projects.
• Be part of a fast-growing, design-driven company.
• Collaborate with a passionate, high-performance team.
• Play a key role in delivering exceptional customer experiences.
• Real opportunities for professional growth and advancement.