Product Support Specialist

Marvin is seeking a Product Support Specialist to join our Customer Service & Support team. In this role, you'll assist customers, dealers, and internal partners with technical questions and issues related to our premium windows, doors, and skylights. You will troubleshoot product and installation concerns, document cases in our CRM system, and collaborate closely with manufacturing, engineering, and field teams to ensure timely, accurate resolutions.

This position fits a detail-oriented problem solver who values craftsmanship, safety, and continuous improvement in a people-first, family-owned environment.

Responsibilities

• Serve as primary contact for customers and dealers with product questions and issues
• Troubleshoot performance, installation, and warranty concerns for windows, doors, and skylights
• Document cases accurately in CRM and ticketing systems
• Collaborate with engineering, manufacturing, and field teams to resolve complex issues
• Educate customers on product features, maintenance, and best practices
• Identify recurring issues and share feedback to support continuous improvement
• Support a safe, people-first culture and uphold Marvin's quality standards

Required Skills

• Customer support
• Technical troubleshooting
• CRM software (e.g., Salesforce)
• Manufacturing or building products knowledge
• Product documentation reading
• Ticketing systems
• Written and verbal communication
• Problem-solving
• Data entry and recordkeeping
• Basic MS Office skills