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

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

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

Location: Rochester, NY 

Position Overview:

The Product Support Specialist I is a crucial member of QVI’s Service Team, responsible for providing remote technical support to the company’s customers related to the wide range of QVI metrology equipment and products. 

The Level 1 role is an entry level role designed to provide comprehensive training to develop expertise in QVI technologies and prepare a team member for advancement to a Product Support Specialist II. All new employees begin as a Level 1 Product Support Specialist, regardless of prior experience, and are expected to advance to Level 2 within their first year based on performance and demonstrated technical proficiency, problem-solving abilities, and customer support skills. This role involves supporting direct end users, QVI representatives, and the QVS Field Service team, combining technical proficiency with strong communication skills to deliver an excellent customer experience. Advancement could be expedited based on performance.

Role and Responsibilities:

• Conduct remote technical support related to QVI Metrology equipment.
• Progress steadily towards supporting a wide variety of products, technology, and customer issues.
• Gain knowledge of QVI products and technology.
• Notify Escalation Coordinator and/or management before a service event escalates from the Representative or customer. Assist with technical resolution of escalated service events.
• Develop creative solutions and work arounds that have not been known previously.
• Provide Effective Communication:
• Effective and clear: regarding technical details/plans to non-technical persons.
• Proactive: provide responses before the customer asks for updates.
• Maintain positive/constructive messaging with all business interactions.
• Time Management:
• Effectively juggle multiple service requests along with other assigned tasks and appropriately adjust priorities as new information becomes available.
• Show initiative by taking on some service requests and see them through completion without being asked.
• Steadily progress competency in metrology product knowledge, measurement standards, engineering, organizing, problem solving, communication and quality control.
• Provide service support to other departments within QVI as directed by Management.
• Recommend and assist with service bulletins or service manual updates.
• Recommend improvements to service products and processes.
• Engage in occasional travel to perform service or training.
• Provide technical training on QVI products and technology.
• Other duties and tasks as assigned by management.

Minimum Qualifications: (Experience, Education, Certifications, Knowledge, Skills, Abilities)

• 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 shop environment.
• Ability to sit, stand, and/or walk for extended periods of time (up to 8+ hour shift).
• Ability to sit for extended periods of time (8-hour shift) in an office setting, utilizing standard office equipment (computer, keyboard, computer mouse, phone, etc.)
• Ability to drive a car and travel via air domestic or internationally to service a product, support sales/trade shows and/or deliver training.

What We Offer: Benefits & Perks

At QVI, we invest in your health, your future, and your family. Here is a look at the comprehensive rewards package you will enjoy as part of our team: Exceptional Health & Wellness

• Free Individual Healthcare: We pay 97–100% of premiums on our most affordable HDHP—meaning $0 premium costs for single employee coverage!
• Full Disability Coverage: Peace of mind with 100% employer-paid Short-Term and Long-Term Disability Insurance.
• Life Insurance: Fully employer-paid life insurance policy to protect you and your loved ones.

  Generous Time Off from Day One

• 3+ Weeks of PTO: Start with over 3 weeks of combined paid vacation, sick, and personal time.
• Milestone Increases: Earn even more days off after hitting your 5-year and 10-year anniversaries.
• 10 Paid Holidays: Enjoy 10 designated paid company holidays throughout the year.

 Continuous Growth & Family Support

• $7,000 Tuition Tuition Reimbursement: Advance your career with up to $7,000 in annual tuition assistance.
• Dependent Scholarships: Specialized college scholarship programs exclusively for the children of QVI employees.

 Financial Growth & Incentives

• 5% 401(k) Match: Build your retirement fast with company contributions up to 5% of your gross wages.
• Annual Bonuses: Boost your earnings with annual discretionary bonuses (available for non-commission roles).
• $1,500 Referral Rewards: Earn extra cash just for helping us recruit top talent to the team
• EV Incentives: Free on-site electric vehicle charging stations and cash reimbursement toward buying a qualified EV. 

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.