COMPANY OVERVIEW

LEM Products is a leading provider of Meat Processing equipment and supplies, dedicated to serving anywhere from hunters and home processors for over 25 years. Our extensive range of over 800 products is available online and through a vast network of retail stores across the US and Canada.

SUMMARY

As a Product Support Specialist, you will serve as the primary technical resource for our customers across the U.S. and Canada. In this role, you’ll partner with customers, sales, customer service, and internal teams to deliver responsive, knowledgeable support that ensures customer satisfaction and the continued success of our product lines.
We’re looking for someone who takes a proactive approach to problem-solving, has a strong understanding of product functionality, and thrives in a customer-focused environment.

Key Responsibilities

• Provide professional product support and technical solutions to customers.
• Respond to customer inquiries via phone and email regarding product functionality, installation, troubleshooting, and repair.
• Accurately enter and manage customer orders, updates, and product information in the order management system.
• Diagnose and resolve technical issues; escalate complex cases when necessary.
• Identify root causes of product issues and recommend improvements.
• Share feedback on trending issues with Quality Control and Product Development teams.
• Process product returns, warranty claims, and return authorizations.
• Adhere to company procedures, safety standards, and policies.
• Perform additional duties as assigned.

QUALIFICATIONS:

• 1-2 years of experience testing, troubleshooting, and performing quality checks on mechanical aspects of products.
• General acceptance of hunting as a sport and the processing of meat required, and prior experience in these industries is preferred.
• Proficiency in using ERP systems (a plus) and Microsoft Office.

• Provide professional product support and technical solutions to customers.
• Respond to customer inquiries via phone and email regarding product functionality, installation, troubleshooting, and repair.
• Accurately enter and manage customer orders, updates, and product information in the order management system.
• Diagnose and resolve technical issues; escalate complex cases when necessary.
• Identify root causes of product issues and recommend improvements.
• Share feedback on trending issues with Quality Control and Product Development teams.
• Process product returns, warranty claims, and return authorizations.
• Adhere to company procedures, safety standards, and policies.
• Perform additional duties as assigned