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Rio Grande seeks a talented Technical Sales Support Specialist to join its team, combining expertise in jewelry production techniques and technical support to deliver exceptional solutions to both customers and internal teams. As a key intermediate escalation point for initial technical inquiries, the position specializes in diagnostics, troubleshooting and providing in-depth product and process expertise for our customers.

The Technical Sales Support Specialist will be part of the company's Quality Management Service team, supporting RioPro+ and RioPro manufacturers and professionals who invest in capital equipment. This role is at the heart of customer success—providing exceptional tecnical guidance, live support, training, and equipment setup assistance for Rio Grande–purchased tools and equipment.This individual will be a key player in empowering both our customers and internal teams to use intermediate and advanced jewelry manufacturing equipment effectively, confidently, and creatively.

• Demonstrated intermediate experience in jewelry manufacturing techniques such as casting, soldering, stone setting, polishing and metal finishing.
• 1-2 years jewelry making experience
• Hands-on experience with jewelry-making tools and machinery (e.g., casting, polishing, 3D printing, laser welding)
• Strong technical troubleshooting skills
• Excellent communication and problem-solving skills
• Comfortable with live video calls, screen sharing, and virtual demonstrations
• Experience with CRM, chat tools, or customer support platforms
• Great customer service skills and the ability to explain products and processes to our customers.
• Proficient communication and teaching skills for both internal associates and customer of varying knowledge levels
• Exceptional attention to detail, coordination skills, and a proactive mindset in fast-paced multi-tasking environments

• Ability to use CAD software for jewelry designs
• Certification from a recognized jewelry technical or gemology program

• Provide expert-level guidance and product usage recommendations of tools and equipment helping customers and associates resolve technical issues quickly and confidently.
• Diagnose and resolve intermediate technical issues associated with jewelry-making processes, equipment, and tools across the spectrum of casting, polishing, soldering and finishing techniques.

• Conduct live virtual, in-person process training and walkthroughs including walkthroughs for new equipment setups and workflows for RioPro-managed and Wholesale customers.

• Offer responsive technical support via both internal and external chat, email and phone platforms and be available for pre-scheduled and on-demand calls with RioPro+ clients.

• Assist in training Rio internal agents and team members on new and existing equipment and processes to ensure company-wide technical fluency and customer support excellence.
• Act as an internal consultant to provide solutions, improve communication channels and share insights with departments regarding customer needs and challenges
• When scheduled, assist with technical analysis, testing new products and offering feedback to Supply Chain members on efficiency, usability and quality.

• Actively support sales sprints by being available to both customers and agents for real-time questions, equipment guidance, and process support—helping drive confident purchasing decisions.

• Participate in and support tradeshow and external event for sales operations. Demonstrate equipment, participate in preparing tools and equipment, ensuring all tools and machines are complete, tested, and show ready.

• When scheduled, assist in the development of educational and tutorial videos for both customers and internal teams, covering setup, maintenance, and best-use practices.
• Providing information for associates and customers product needs for shop set ups or expansions of businesses.

Rio Grande provides a generous benefit package for full-time (30+ hours a week) associates that includes:

• Medical plan with low premium rates and no high deductible (includes dental and vision) and telemedicine
• 401(k) matching program
• Paid time-off benefits, plus an additional seven paid holidays
• Paid life insurance and optional additional life insurance
• Long-term and short-term disability
• Flexible spending account
• On-site gym and company wellness program
• Employee discounts at Rio Grande
• Local and national discounts on various travel and entertainment
• Competitive compensation, including an opportunity to share in the profits

Established in 1944, Rio Grande (a Berkshire-Hathaway Company) is one of New Mexico's most stable, yet fastest growing manufacturer / distributors, with thousands of valued customers around the world. We are a principle-based company with a highly evolved team-based environment. We can show you how a profoundly effective organization lives these values every day. You can find our 15 guiding Principles on our website as well as information about our community support and how we protect the environment.

Within our 180,000 sq. ft., solar-powered facility (thus covered parking for everyone!), Rio Grande maintains sales, marketing, supply chain and administrative offices; a climate-controlled distribution center with more than 30,000 SKUs; and a comprehensive, well-equipped manufacturing operation. Manufactured products include jewelry-making equipment (from basic tools to highly sophisticated induction casting machines) and jewelry components—both die-struck and cast. Capabilities include CAD/CAM, casting, stamp and form, metal finishing, CNC machining, manual milling, tool & die, and electronics/mechanical assembly.

Guided by our core values, Rio Grande is committed to treating all people with dignity and respect. We are an equal-opportunity employer with a zero-tolerance policy for harassment or discrimination of any kind. As an advocate for equity and equality, we hire, train and promote qualified people of all backgrounds. We consider employment candidates without regard to race, religion, sex, gender identity, sexual orientation, national origin, age, disability, veteran status or any other underrepresented class. We value our associates and have won the yearly Healthiest Places to Work and Family Friendly Business awards on multiple occasions

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