Manufacturing Support Specialist

The Manufacturing Support Specialist will be critical in FORT's overall operations management, combining technical troubleshooting, product quality management, and customer-focused excellence. This role embodies our cultural values by striving to Accomplish the Impossible, Owning priorities, Thinking out loud, and Building together. The ideal candidate will be adaptable, solution-driven, and collaborative, with a relentless drive to improve processes, support peers, and deliver high-quality results. Success in this role means leveraging creativity and initiative to tackle challenges, ensuring customer satisfaction, and contributing to the continuous improvement of our manufacturing processes.

Manufacturing Support

• Evaluate returned products to determine the cause of problems and the feasibility of repair or replacement.
• Perform hardware troubleshooting, software resets, and part replacements on returned items, applying creative problem-solving skills.
• Maintain accurate records of all RMA activities, ensuring transparency and effective communication with cross-functional teams.
• Conduct quality control tests on repaired items to uphold FORT's high standards of excellence.
• Proactively share insights with product development and quality assurance teams to enhance product reliability.

Operations Support

• Assist with production testing and conversions, ensuring operational alignment with quality standards and efficiency goals.
• Support the inventory team with monthly counts, contributing to accurate inventory management and optimization.
• Program and provision new or repaired products, meeting organizational goals and customer expectations.

Collaboration & Cultural Impact

• Communicate clearly and effectively across teams, fostering alignment and trust.
• Actively seek and give feedback to drive continuous improvement and team success.
• Demonstrate emotional intelligence, adaptability, and resilience in managing challenges and supporting team objectives.
• Work cross-functionally to identify and implement innovative solutions, ensuring FORT achieves its mission of excellence.
• Reflect on past projects to identify improvements and apply lessons learned for future success.

Qualifications

• High school diploma, equivalent, or technical certification in electronics, computer science, or a related field preferred.
• Experience in customer service and/or manufacturing, particularly in a technical or repair-focused role.
• Strong technical skills for troubleshooting and repairing electronic devices.
• Exceptional verbal and written communication skills to convey technical information clearly.
• Strong organizational and prioritization skills to manage multiple tasks effectively.
• Proficiency in using software systems to track and process returns and repairs.
• A commitment to exceptional customer service and a proactive problem-solving mindset.

Physical Requirements

• Onsite presence is required 100% of the time.
• Ability to perform repetitive tasks and manual dexterity for repair work.
• Capacity to lift objects to 50 lbs.