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 change at any time with or without notice.
This role is ideal for someone who enjoys working directly with people, solving challenges, and sharing their passion for woodworking and craftsmanship. You'll collaborate closely with sales, service, and repair teams to deliver practical solutions, provide product and application guidance, support dealer success, and create exceptional customer experiences. Through every interaction, you'll have the opportunity to build lasting relationships, strengthen customer loyalty, and serve as a knowledgeable ambassador for a premium professional brand.
Why choose FESTOOL?
Since 1925, we have been developing power tools that meet the highest demands of professional craftspeople. It is only through a direct exchange with them that enables us to understand their ever-changing challenges and needs.
It is their ideas and, above all, their criticism that inspire us to question the status quo and to think of new, holistic product and system solutions that make the daily work of professional craftspeople easier, safer and more productive.
And that will always be true for us: the success of our customers is our greatest success - and the best praise. This has always been what drives us at Festool and what makes us proud.
Every tool is only as good as the person behind it. That's why at Festool, we look for people who want to make an impact alongside more than 3,000 colleagues worldwide. Join our team and experience the pride of building the world's best power tools as part of a family-owned company.
Benefits That Support Your Growth and Wellbeing:
- Culture: 2024 Best Places to work recipient and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance and more
- Wellbeing: Comprehensive benefits package including:
- We provide paid holidays that follows statutory and provincial laws
- Generous Vacation / PTO package
- Continuing educational reimbursement benefits upon eligibility
- Health insurance: medical, dental, vision, short/long term disability, optional life insurance available
- RRSP with company match up to 6%
- Company arranged paid corporate volunteer day
- Competitive wages and benefits
- Parental paid leave policy
- Learning & Development: As a company dedicated to employee growth, we offer a wide array of developmental opportunities such as continuing educational reimbursement benefits (upon eligibility), leadership training programs, and wellness initiatives to support personal and professional growth
- Social Impact: Employee-led resource groups including Leadership Advisory Counsil, Festool Fun Committee and Ladies of Festool Team, annual paid volunteer day and several charitable initiatives across the U.S. and globally (e.g., Blankets for Animal Shelters in the Lebanon facility.)
