Product Support Engineer

Job Title: Product Support Engineer

Location: Seattle

Salary: $90,000 plus benefits

About Redwood Outdoors: 

Redwood Outdoors is one of the fastest-growing health and wellness brands in the US, recognized as being USA's #1 Sauna and Cold Plunge company.

We have appeared in Forbes, Sports Illustrated, Men's Journal, GQ, Architectural Digest, and many other magazines.

Overview:

Redwood Outdoors is seeking a passionate and dedicated Product Support Engineer to join our team. As a Product Support Engineer, you will be the subject matter expert on all of Redwood Outdoors’ products. You will play a crucial role in ensuring the satisfaction and success of our customers by providing technical support, troubleshooting assistance, and product expertise to our customer service/sales teams. You will work closely with our product development team and suppliers to continuously improve our products.

Responsibilities:

1. Be a subject matter expert for all products and act as a resource for the sales/customer service teams.

2. Troubleshoot product-related issues and provide timely solutions to ensure customer satisfaction.

3. Collect and analyze customer defect/performance data and collaborate with the product development team to identify opportunities for product improvement.

4. Develop and maintain product documentation, including user manuals, troubleshooting guides, assembly videos, and FAQs.

5. Conduct regular product training sessions for internal teams.

6. Gather customer feedback and insights to identify areas for product improvement and innovation.

7. Assist with product installations, repairs, and maintenance as needed.

8. Stay updated on industry trends, best practices, and technological advancements relevant to saunas, cold plunge tubs, and related products.

9. Work closely with cross-functional teams, including supply chain, customer service, sales, marketing, and operations, to support overall business objectives.

10. Track product changes from design to implementation and provide regular status updates to internal teams.

11. Be the point of communication with manufacturers when product issues need to be escalated to the manufacturer for assistance.

Other Job Requirements:

• The role is in person at Redwood Outdoors office in Kent, WA.
• Work schedule will be 10am – 6pm PT to enable communication with overseas product development and supply chain teams.
• Some travel will be required including internationally to visit Redwood Outdoors suppliers in Asia and Europe.

Qualifications:

• Bachelor's degree in Engineering, Industrial Design, or a related field.
• Previous experience in a technical support or product engineering role, preferably in the consumer goods industry.
• 3+ years of Experience
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Proficiency in CAD software and other relevant technical tools is a plus.
• Passion for outdoor living and appreciation for quality craftsmanship.

Benefits:

• Medical, Vision, Dental, and Short Term Disability
• 401k Match Retirement plan
• Paid time Off, holidays and Sick time Off