Product Support Technician

Brief Description

Join our team and get on the fast track to career advancement with 4 levels of career progression. Expand your critical thinking and logical reasoning skill set as you help Customers solve problems.

Help customers. Solve problems. Learn products. Grow with us. Powering careers and America since 1886.

Company Background

Since 1886, Westinghouse has consistently provided innovative, reliable, high-quality products and customer service. It’s a combination of groundbreaking technology and rock-solid dependability that’s made us one of the world’s most trusted brands. Our rapidly expanding line of outdoor power equipment includes portable generators, inverter generators, battery tools, and pressure washers. Our mission is to constantly innovate and expand our product offering to give our customers the power to dream bigger, go farther, do more.

Are you someone who enjoys solving problems, figuring out how things work, and helping people find answers? This is more than a typical customer service role—you’ll become a trusted resource and subject matter expert for customers. In this role, you’ll investigate product concerns, walk customers through troubleshooting steps, determine appropriate warranty solutions, and provide clear, confident resolutions. Every day brings a new challenge, giving you the opportunity to build technical knowledge while making a direct impact on the customer experience.

You do not need to be a Westinghouse product expert on day one, but you will become one very quickly! We provide structured training to help you learn our products, systems, and processes. What matters most is your mechanical curiosity, problem-solving mindset, ability to communicate clearly, and willingness to learn.

Duties/Responsibilities

• Diagnose product concerns by phone, email, and accurately document customer interactions in our NetSuite system to maintain thorough records.
• Guide customers through safe mechanical and electrical troubleshooting.
• Determine warranty eligibility and recommend appropriate resolution paths.
• Identify replacement parts, service options, and escalation needs.
• Document accurate technical case histories.
• Share recurring product concerns with Quality, Engineering and Product teams.
• Handle a combination of 70 calls and cases daily, with the expectation to take on additional calls or cases as needed, delivering solutions in a clear, courteous, and timely manner.
• Become a product expert by continuously expanding your knowledge of outdoor equipment and small engines, using strong troubleshooting skills to confidently diagnose issues and guide customers toward the right solution

Required Skills/Abilities

• Excellent communication skills—both listening and speaking—with a natural ability to reassure and guide.
• Strong problem-solving abilities and attention to detail.
• Calm, solution-oriented approach to customer concerns and escalations.
• Proficiency with computer systems and software applications.
• A strong sense of accountability and teamwork.
• Ability to function well in a fast-paced and high energy environment.
• De-escalate and resolve concerns with empathy, patience, and professionalism.

Desirable Traits

• Naturally curious and enjoys figuring out how things work, whether it’s equipment, engines, or everyday mechanical problems.
• Enjoys DIY projects, hands-on work, repairing things, or tackling projects around the house.
• Likes solving puzzles and troubleshooting challenges and feels satisfaction when finding the answer to a problem.

Education And Experience

• High school diploma or equivalent.
• Interest and ability to learn small engine repair, outdoor power equipment troubleshooting. Or preferred at least 1-year related experience (Customer Service, Call Center, Small Engine / Outdoor Power Equipment Troubleshooting).
• NetSuite experience is a plus
• Familiarity with CRM tools and basic troubleshooting steps for mechanical or technical products.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.

Compensation Package

• Competitive pay

Strong benefits

• Multiple medical plans including HSA availability with company contributions
• Company paid disability & life insurance coverage
• Generous 401k matching
• Casual atmosphere/dog-friendly environment
• Biweekly company catered lunches
• Monthly employee engagement