Zaniboni Lighting

Italian design, USA-made LED luminaires

Customer and Warranty Support Lead

Equipment Field ServiceConfirmed live in the last 24 hours

Full-timeClearwater, FL, USA$70k /yr

About the Job

Requirements

An associate or technical degree in Electronics or Mechanical, or equivalent experience that meets the minimum performance requirements.
At least 3 years of experience as a field technician with low-voltage electronics or fixtures.
Ability to read and interpret schematics, wiring diagrams, layouts, and engineering drawings.
Skill with hand tools, including calipers, wire strippers, crimpers, screwdrivers, and drills.
Ability to communicate professionally with customers in writing and verbally.
Ability and willingness to travel to client sites, mainly within the United States with some international travel, and work a flexible schedule including weekends as needed.
Comfort working at heights to perform maintenance and repairs using ladders, scaffolding, or other equipment, while following safety protocols and using required personal protective equipment.
Ability to complete a pre-employment 10-panel drug screen and participate in quarterly random screening.

Responsibilities

Lead Customer Support, Warranty, and product samples activities, including troubleshooting product issues and post-sales warranty repairs remotely and at client sites.
Collaborate with other departments to prevent recurring field issues, including holding weekly meetings with Operations to improve assemblies, Engineering to improve products, Accounting to ensure RMAs are closed properly in the system, and Sales to anticipate or communicate field issues.
Supervise the Support Administrator to ensure the RMA website ticketing system, internal procedures, and administrative processes are followed through to completion, with confirmation to Accounting.
Supervise the Samples Coordinator to ensure customer samples, sample briefcases, and show booth products are delivered on schedule and meet quality expectations.
Adhere to company warranty policies and ensure compliance with applicable warranty and consumer-rights policies.
Ensure timely and effective customer support is provided by phone, email, or in person.
Maintain current knowledge of products, components, installation, and troubleshooting.
Follow assembly instructions, solder and connect components as specified, and perform quality checks at each step to verify functionality.
Arrange replacements and repairs for defective or damaged products, providing prompt warranty solutions.
Maintain an organized, clean, and efficient production environment.
Provide on-site support and troubleshooting, traveling within the United States and Canada and occasionally overseas.
Report nonconformances to Engineering and the Company Trainer for training and corrective action.
Analyze customer feedback and warranty claims to identify patterns and improvement opportunities.

Desired Qualifications

Strong experience with face-to-face customer service and client support is preferred.
Soldering certification is preferred but not required when the candidate has relevant experience.

This position leads Customer Support, Warranty and product samples activities; this includes troubleshooting product issues and post-sales warranty repairs both remotely and at client sites. The role Supervises the Support Administrator and Samples Coordinator.
To be successful in this role, you will must have strong customer-facing skills, knowledge of electronics, installation, repair skillet, and the ability to effectively lead others.

This role is required to travel to client sites for troubleshooting and support. Mostly domestic US travel, some international.

 Job Duties include, but not limited to:

Collaborate with other departments to prevent recurring field issues; hold weekly meetings with Operations for improvement of assemblies, Engineering for product improvement; Accounting to ensure RMAs are closed properly in the system and with the Sales team to stay ahead of any issues in the field or keep them informed.
Supervise the Support Administrator to ensure RMA website ticketing system and internal procedures and administrative processes are followed to full completion in the system and there is confirmation with accounting.
Supervise the Samples Coordinator to ensure customer samples, sample briefcases and show booth products are on schedule and high-quality.
Adhere to company warranty policies and ensure the business complies with relevant policies regarding warranties and consumer rights.
Ensure timely and effective customer support via phone, email, or in person is being provided.
Maintain up-to-date knowledge of products, components, installation, and troubleshooting.
Follow assembly instructions; solder and connect components as specified; perform quality checks at each step to ensure proper functionality.
Arrange replacements and repair defective or damaged products, ensuring prompt solutions under warranty.
Maintain an organized, clean, and efficient production environment.
Provide on-site support and troubleshooting, travel within the U.S., Canada, and occasionally overseas.
Report nonconformances to Engineering and the Company Trainer for training and corrective action.
Analyze customer feedback and warranty claims to identify patterns and improvement opportunities.

Required experience & qualifications:

Associates or technical degree in Electronics, Mechanical or equivalent experience that would meet the minimum performance requirements for this position.
3 years minimum experience as a field technician with low-voltage electronics or fixtures.
Strong experience with face-to-face customer service, client support is preferred.
Able to read and interpret schematics, wiring diagrams, layouts and engineering drawings.
Skilled with hand tools including but not limited to calipers, strippers, crimpers, screwdrivers, drills.
Soldering certification is preferred, not required as long as experienced.
Must be able and willing to interact with customers both written and verbal communications in a professional manner.
Must be able to travel to client sites, mainly US domestic travel, some international. Able to work a flexible schedule, including weekends as needed.
Must be comfortable working at heights to perform maintenance and repair work on hardware using ladders, scaffolding or other equipment to access elevated work areas following all safety protocols and use personal protective equipment as required.

Drug Free Workplace:
We are a Florida Drug Free Workplace. The company requires all employees to complete a pre-employment 10 panel drug screen; employment status will be dependent on ability to pass this screening and partake on a quarterly random screen.

Hours, compensation and benefits:
Full-time, in-house with travel requirements.

Starting at $70,000 annual compensation, salary is negotiable based on certifications, skillset and experience,

After 30-day waiting period employees become eligible for Medical, Dental and Vision insurance, paid holidays and paid time off that increase with longevity.

About the Company

Zaniboni Lighting

Italian design, USA-made LED luminaires

Zaniboni Lighting designs and manufactures high-end LED luminaires in the USA, pairing Italian design with domestic production for spaces in commercial, healthcare, hospitality, retail, residential, and architectural settings. Its fixtures use LEDs, integrated drivers, and tailored optics to deliver efficient, high-quality illumination suited to different environments, with design and manufacturing based in the USA. The company stands apart by combining Italian design heritage with U.S. craftsmanship and a focus on sustainability and long-lasting performance for professional projects. Its goal is to elevate experiences and improve spaces by lighting them beautifully and responsibly, delivering effective, energy-efficient lighting outcomes.

Company size: 11-50
Company stage: Not listed
Total funding: Not listed
Headquarters: Clearwater, FL
Founded: 2012

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