Sales Support Specialist

Position Summary This position plays a key role in delivering a best-in-class customer experience while strengthening customer relationships, supporting sales operations, and upholding the company’s core values of accountability, teamwork, and service excellence. The Sales Support Specialist is a customer-focused role that combines technical problem solving, product expertise, and relationship building. In this position, you'll serve as a trusted resource for customers, dealers, and sales professionals, providing support through phone, email, and webchat interactions. From helping customers select the right tools and accessories to troubleshooting technical issues, resolving concerns, processing orders, and supporting application-specific questions, you'll play a key role in helping users get the most from their woodworking experience. JOB RESPONSIBILITIES: Sales Support & Dealer Assistance Support sales managers and dealer networks with product expertise and technical guidance Provide recommendations for tool systems, accessories, and workflow solutions Support quote preparation, product configuration, and application matching Technical & Application Support Troubleshoot tool, accessory, and system issues in-field via phone, email and webchat Diagnose operational, setup, and application-related concerns Guide customers through best practices for woodworking applications Coordinate with repair/service departments when escalation is required Document recurring technical issues and customer feedback Educate users on tool safety, efficiency, and advanced application techniques Create or support technical documentation, FAQs, and training materials (service/repair) Customer Experience Deliver premium-level customer support aligned with professional brand expectations Build strong relationships with customers, dealers, and the sales team Resolve customer concerns professionally and efficiently Act as a brand ambassador via the channels phone, email, and webchat Non-Essential Functions: Perform other duties as assigned QUALIFICATIONS: Minimum requirements to competently perform the key responsibilities of this job in terms of educational background, work experience, licenses/certifications or other knowledge, skills, and abilities. Basic Qualifications: High School Diploma or GED 3+ years of experience in technical sales support, customer support and/or woodworking or construction trades Strong mechanical aptitude and troubleshooting ability Excellent verbal and written communication skills Preferred Qualifications: High level of proficiency in Microsoft office suite Previous experience using an ERP system and/or CRM system Comfortable working across multiple software platforms and technologies, with the ability to troubleshoot issues and support continuous process improvement initiatives Highly motivated, self-driven individual with the ability to work without daily guidance Brings a forward-thinking perspective to process optimization and team collaboration Strong analytical and problem-solving skills with high attention to detail Ability to collaborate in a team-based environment, providing excellent customer service to employees and all stakeholders Bilingual in Spanish or French Hands-on woodworking or other trades experience Dealer or distribution channel experience Affirmative Action/EEO statement Festool USA 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. Other duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may…