Ceramics Material & Product Support Specialist

Classification: Exempt

Reports to: Sales Solutions Supervisor

Founded in 1919 by Ted O. Philpott, American Art Clay (AMACO) is the first company to commercially manufacture ceramic and non‑ceramic clays, lead‑free glazes, electric kilns, and potter’s wheels. AMACO is a founding member of the Arts and Creative Materials Institute, establishing safety standards for children’s art materials in 1936. Today, we continue to manufacture ceramic supplies with the highest quality and safety standards.

AMACO is a third‑generation family‑owned and operated company that believes art and creating art fosters well‑being for individuals while enriching society as a whole. Making art facilitates tactile learning, encourages self‑expression, develops craft skills, and cultivates creativity. AMACO promotes a culture of continuous improvement and change, embracing innovation at all levels—from the factory floor to the executive offices—to achieve shared goals of safety, quality, customer care, teamwork, respect, and learning and development.

Technical and product support position for a seasoned ceramics professional or ceramic equipment technician. This individual will provide technical support, advice, and assistance on the use of AMACO products and Brent equipment to AMACO/Brent customers and consumers of all skill levels. This is one of a team of technical support representative positions for AMACO. Together, these individuals work closely to address the following responsibilities.

• Interface with customers (internal and external) via phone, email, and Phaseware Tracker software to support all AMACO product lines, including formulated, mechanical, craft, and buy‑and‑sell products.
• Utilize Phaseware Tracker documentation system to create, document, and track customer issues and inquiries.
• Accurately research customer questions and respond promptly via phone, email, and Phaseware Tracker.
• Identify, research, and document customer complaints and product issue trends.
• Initiate and maintain communication between departments to research and resolve product issues.
• Document, investigate, and resolve warranty claims on AMACO/Brent equipment.
• Navigate Microsoft NAV ERP system to identify products and equipment parts.
• Enter orders in NAV for parts, equipment repairs, warranty, and customer retention.
• Follow up on orders and provide updates to customers.
• Authorize credit cards for orders.
• Authorize, enter, and follow up on RMAs in NAV and Tracker.
• Conduct hands‑on product testing to investigate product issues and further build knowledge of AMACO products.
• Create SOPs and work instructions for the technical support team.
• Participate in and help support the Sales team in trade show and event planning and preparation when needed.
• Continuously improve job sharing practices to ensure continuity and efficiency in communicating with customers.
• Assist AMACO Lab as needed with new product testing and review.
• At all times, adhere to company policy and best security practices, emphasizing protecting sensitive customer information.
• Maintain sensitive/proprietary information from being exposed to the general public.

• Strong understanding of, and willingness to learn about, AMACO products and equipment.
• Strong verbal and written communication skills.
• Strong critical thinking, listening, and problem‑solving skills.
• Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
• Upbeat and friendly attitude.
• Ability to work closely with team members for job sharing.
• Capable of multi‑tasking, highly organized, with excellent time‑management skills.
• Detail‑oriented with excellent follow‑up practice.
• Proficient in the use of MS Office (Word, Outlook, Excel).
• Work Environment:
  The primary work environment is an office setting; there is a potential need for work to be performed in the sales/warehouse area.

• The position requires the employee to sit for long periods. While performing the duties of this job, the employee may be required to stoop, balance, crawl, kneel, and use arms, legs, and back to occasionally lift and move up to 50…