Jewelry Technical Specialist

Rio Grande – Jewelry Technical Specialist Technical Sales Support Specialist — Jewelry Equipment & Processes

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 Rio Pro+ and Rio Pro 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.

Primary

Qualifications:

• 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

Preferred

Skills:

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

Primary Responsibilities:

Technical Support & Troubleshooting:

• 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.

Virtual & Hands-On Training:

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

Chat, Email & Phone Availability:

• 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 Rio Pro+ clients.

Internal Support Training:

• 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.

Sales Sprint Support:

• 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.

Innovation and Industry Engagement:

• 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.

Video Content Creation:

• 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…