Product Support Specialist

OGP – Optical Gaging Products; City of Rochester (NY); On-site; USD 36,000 - 50,000; Full time

Benefits offered by this job

Health insurance

401k plan

Tuition reimbursement

Disability insurance

Life insurance

Bonuses

Employee referral bonus

Paid holidays

Paid time off

On-site EV charging

Job summary

Quality Vision International Inc. seeks a Product Support Specialist to deliver remote assistance for metrology equipment from our Rochester, NY facility. On-site work is required, with a Monday–Friday schedule and a pay range of $26.00-$36.00 per hour based on experience.

The role focuses on technical troubleshooting, clear customer communication, and proactive issue resolution, including occasional travel for trainings and service.

Qualifications

• Associates degree or equivalent experience in engineering/tech/physics is required.
• Experience troubleshooting electro-mechanical systems and diagnostics.
• Ability to document, train, and write technical materials is a plus.

Responsibilities

• Provide remote and on-site technical support for metrology equipment.
• Explain complex issues clearly to customers and maintain progress updates.
• Diagnose, troubleshoot, and resolve issues with mechanical, electrical, and software systems.
• Travel occasionally for on-site service or training as needed.

Skills

Troubleshooting

Communication

Customer service

Documentation

Education

Associate degree or equivalent experience in Engineering/Technology/Physics

Tools

Microsoft Office Suite

Job description

Discover Your Next Big Opportunity: See Why Quality Vision International Is the Place to Be!

Location: Rochester, NY , On-SIte

Schedule: Monday - Friday, 8:00am-5:00pm

Compensation: $26.00-$36.00 per hour, based on experience.

Join a Team That Values Your Technical Skills!

Are you passionate about problem-solving and helping customers with cutting-edge technology? Do you thrive in a fast-paced environment where you can put your technical expertise to work? Join our team as a Product Support Specialist, where you’ll provide remote assistance for QVI Metrology equipment, ensuring our customers receive top-tier support—all from our on-site location.

Why Join Us?

At QVI, we are committed to innovation, precision, and customer satisfaction. As part of our team, you’ll have the opportunity to work with industry-leading technology, continuously expand your skills, and make a real impact by helping customers find solutions to technical challenges.

We take pride in fostering a collaborative, supportive, and growth-focused company culture. At QVI, you’ll work alongside dedicated professionals who are passionate about technology and customer service. We value teamwork, encourage continuous learning, and provide opportunities for career advancement. If you’re looking for a workplace that prioritizes innovation, respect, and professional development, this is the place for you!

Key Responsibilities

Technical Support & Troubleshooting

• Provide remote support for customers while working on-site at our facility.
• Diagnose and resolve issues with mechanical, electrical, computer, and software systems.
• Assist in advanced troubleshooting and elevate issues when necessary.

Customer Communication & Relationship Management

• Explain complex technical details in a clear, easy-to-understand manner.
• Proactively keep customers informed and updated on service progress.
• Maintain positive, professional interactions in all customer engagements.

Time Management & Continuous Learning

• Handle multiple service requests and adjust priorities as needed.
• Stay informed on QVI products, metrology standards, and industry advancements.
• Contribute to service process improvements, documentation, and training initiatives.

Additional Responsibilities

• Occasionally travel for on-site service or training assignments.
• Provide technical training on QVI products to customers and internal teams.

Requirements

What We’re Looking For:

• Associates degree, or equivalent related experience, in Engineering, Technology or Physics is required. Specialization in electronics, mechanical, electro-mechanical, or computer science preferred.
• Hands-on experience troubleshooting and diagnosing electro-mechanical systems, including motors, sensors, PLCs, and control circuits.
• Prior experience in technical support experience in a remote troubleshooting environment supporting industrial equipment, manufacturing technology, or scientific instruments is preferred.
• Experience in industries such as manufacturing, quality control, aerospace, medical device manufacturing, automotive, or semiconductor equipment where metrology and precision measurement are critical is desirable.
• Working knowledge of computer networking, industrial automation, or control systems is a plus.
• Prior experience in writing technical documentation, service bulletins, or training materials is a plus.
• Excellent troubleshooting and analytical skills for identifying problem areas as well as identifying creative ways to resolve these problems.
• Strong and effective communication skills with experience explaining technical concepts to both technical and non-technical audiences, especially relaying technical details via remote support.
• Ability to work with many personality types, remain calm and customer-focused and in high pressure situations while working to resolve technical issues.
• Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook, for documentation, data analysis, and communication. Experience using these tools to support technical troubleshooting and customer interactions is preferred.

Physical And/or Environmental Requirements

• Ability to lift and carry items of up to 50 pounds and to work under and around machines in a machine

What We Offer

Paid Time Off

• 10 paid holidays each year
• Over 3 weeks of PTO (vacation/sick/personal) to start, with additional time after 5 and 10 years

Health & Financial Benefits

• Health coverage where QVI pays 97–100% of premiums on our most affordable HDHP – free single coverage for employees!
• Employer-paid Short-Term & Long-Term Disability Insurance
• Employer-paid Life Insurance
• QVI 401k Retire Savings Plan: Up to 5% gross wages
• Tuition Reimbursement: up to $7,000 annually
• College Scholarship Programs for employee dependents
• Annual discretionary bonuses (for non-commission roles)
• $1,500 Employee Referral Bonus

Wellness & Extras

• Employee Assistance Program (EAP) & Wellness perks: on-site nurse, biometric screenings, chronic condition support, and cash incentives for healthy living programs and challenges
• Free on-site electric vehicle charging stations and cash reimbursement toward the purchase of qualified EVs

Quality Vision International Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Salary Description

$26.00-$36.00 per hour, based on experience.