Product Support Specialist

Rust-Oleum; Allen (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Join Rust-Oleum as a Product Support Specialist in Allen, Texas, where you'll deliver exceptional product support and assist with technical inquiries. You will manage the customer journey and ensure prompt resolution of issues via phone, email, and chat.

The ideal candidate will have a customer-focused mindset, strong technical aptitude, and experience with industrial products. An associate degree is preferred, along with proficiency in ERP and CRM systems.

Qualifications

• An associate degree or higher is preferred.
• Experience with industrial or commercial building materials or similar technical products is preferred.
• Technical and mechanical aptitude in diagnosing and resolving product performance issues.

Responsibilities

• Ensure accurate and prompt resolution of customer issues by phone, email, and chat.
• Provide pricing, technical, and lead time information to support the Territory Managers.
• Serve as a subject matter expert providing product recommendations.
• Use software tools to document and manage customer needs and concerns.
• Validate inventory to ensure accurate lead times and ship dates.

Skills

Customer-focused mindset

Strong technical aptitude

Extensive communication skills

Proficiency in ERP and CRM

Effective problem-solving skills

Ability to manage multiple priorities

Strong collaboration skills

Working knowledge of industrial products

Education

Associate degree or higher

Tools

Salesforce CRM

Job description

Role Purpose

Under the direction of the Senior Product Support Specialist, the Product Support Specialist delivers product support, resolves lower-level technical inquiries, and owns the accuracy of order entry, supporting Distributor Partners and Territory Managers. The Product Support Specialist owns the overall customer experiential journey.

Essential Duties and Responsibilities

• Ensure accurate and prompt resolution of customer issues by phone, email and chat; escalating concerns internally as required.
• Provide pricing, technical, and lead time information to support the Territory Managers.
• Serve as a subject matter expert by providing product recommendations and support to internal and external customers.
• Use Salesforce CRM and other software tools to document and manage customer needs and concerns.
• Maintain ownership and accountability for accurate order processing and order management.
• Validate inventory in LN to ensure accurate lead times and ship dates.
• Participate in cross‑training to provide coverage across all Product Support Specialists in the team.

Skills

• Customer‑focused mindset with a commitment to responsive, high‑quality support.
• Strong technical aptitude with the ability to understand and apply product specifications according to application requirements.
• Extensive communication skills, with the ability to clearly convey technical and pricing information to internal teams and customers.
• Proficiency in ERP order entry and CRM systems with a high level of accuracy and attention to detail.
• Ability to interpret inventory data to support accurate lead times, pricing, and customer commitments.
• Effective problem‑solving skills with the ability to diagnose and resolve technical product inquiries.
• Ability to manage multiple priorities while maintaining accuracy in a fast‑paced, deadline‑driven environment.
• Strong collaboration skills to effectively support Territory Managers and cross‑functional teams.
• Working knowledge of industrial products, engineered materials, or construction‑related applications preferred.

Wills

• Demonstrate professionalism, accountability, and integrity in all interactions and responsibilities.
• Maintain punctuality and reliability to support consistent team and operational performance.
• Adapt effectively to changing priorities and maintain composure in a fast‑paced, dynamic environment.
• Adhere to all Fibergrate Composite Structures policies, procedures, and operational standards.
• Build and maintain productive, collaborative working relationships across teams and functions.

Qualifications

• An associate degree or higher is preferred.
• Experience with industrial or commercial building materials, engineered products, or similar technical product lines is preferred.
• Technical and mechanical aptitude in diagnosing and resolving product performance issues.