User Support Specialist at Tekton (Grand Rapids, MI)

Tekton· Grand Rapids, MI·3d ago

Role details

Work type

Onsite

Employment

Full-Time

Job description

As a User Support Specialist, you will provide world-class support to end users so their entire experience with the Tekton brand is impressive.

• Execute fast and helpful support, fielding end users’ order and tool-related questions that come through via phone, live chat, email, or support cases
• Review and process tool warranty requests
• Address any potential issues with orders including screening for fraud, resolving shipping errors, making sure orders are sent to our Fulfillment department, and processing returns
• Help troubleshoot issues users may experience on Tekton.com
• Contribute to making Tekton.com an exceptional experience for end users
• Review and process orders and payments

Indicators of a good match for this role

• You are aligned with Tekton’s philosophy, ways of thinking, and work style
• You are authentic, helpful, and personable
• You are able to work at a fast pace, easily switch between tasks, and manage multiple requests at once
• You are able to use good judgment when resolving issues with end users or other parties
• You have exceptional values, including honesty, integrity, and empathy
• You have excellent communication skills

Baseline qualifications

Pay range

Full-time employees receive health, dental, vision, life, hospital indemnity, and long-term disability insurance; paid time off; a 401(k) program; and tuition reimbursement.

Location and hours

Direct supervisor

How to apply

The User Services department maintains our industry-leading reputation for impressive support and warranty. They also oversee and continue to grow our student program and business purchasing program.

Culture: "Be Authentic" — a welcoming, fulfilling, and honest work environment with smart, hard-working, creative people. Emphasis on collaboration, candor, and dedication.
Work Policy: On-site roles in Grand Rapids, MI. Openings include Fulfillment, Manufacturing (CNC, Finishing, General, Sewing), Product Development, Technology (Software Developer), Ecommerce (Photographer/Videographer, Technical Marketing), and User Services (Support Specialist).
Compensation: Pay is based on contribution and effectiveness, not tenure. "Impressive compensation for impressive performance."
Onboarding: Immersive onboarding with hands-on experience across all departments and meetings with key leaders.
Career Development: Encourages ownership of projects and processes; supports growth of abilities and skills, even if that means moving to a new role inside or outside Tekton.
Benefits (Full-Time): Health, dental, vision, and life insurance; HSA contribution; paid holidays and PTO; tuition reimbursement; paid family leave.
Benefits (Part-Time): PTO.
Engineering Culture: In-house manufacturing and agile methods mean engineers and product developers have direct, hands-on impact on physical product design and production.

One-liner: TEKTON designs and manufactures high-quality hand tools and tool organization systems for professionals and serious DIYers, sold direct-to-consumer and through authorized dealers.
Entity Type: Private (family-owned, bootstrapped)
Headquarters: Grand Rapids, Michigan, USA
Founded: 1963
Founders: Not publicly available (family-owned business)

Primary industry: Hand tools manufacturing and retail (ecommerce)
Target customers: B2C (professional tradespeople, serious DIYers, hobbyists) and B2B (via authorized dealers)
Mission statement: "To make the world's best hand tools accessible to every person."

Sockets & Ratchets: Systems of hand drive sockets and ratchets, including impact sockets, organized logically by size and type.
Wrenches: A full line of wrenches, with U.S.-sourced steel for in-house production.
Screwdrivers & Pliers: Core hand tool categories with a focus on classic design and refined function.
Tool Organization: Stacking tool boxes and drawers built on the L-BOXX platform, with custom-cut foam inserts to keep every tool in place.
Sets: Assembled sets from individual components to maintain consistency; no sizes are skipped, even rare ones.

Valuation/Market Cap: Not publicly available (private, family-owned)
Key Metric: Not publicly available (revenue is not disclosed)
Notable Investors/Partners: Not applicable (bootstrapped, family-owned)
Growth Signals: Growing U.S. manufacturing operations (cutting, engraving, polishing steel, molding plastic, finishing and assembly); 152 total employees; actively hiring across multiple departments; expanding its product lineup with a focus on U.S.-sourced materials for in-house production.

Family-Owned & Independent: Not beholden to outside investors, allowing long-term product quality and design decisions over short-term profit.
Best-in-Class Warranty: "Best warranty service in the industry" — no time limits, no receipts required, and free shipping on replacements within the U.S. and Canada.
Orderly Tool System: A single, consistent line of tools organized logically by size and type, making it easy for users to invest in a complete system.
U.S. Manufacturing: In-house manufacturing with U.S.-sourced steel for wrenches, picks, hooks, and pry bars; an industry leader in agile manufacturing methods for fast engineering improvements.
Transparent Sourcing: Clearly lists country of origin for every tool on its website; 81% made in Taiwan, 12.5% in the U.S., with the remainder from Canada, Germany, Sweden, Poland, and Slovakia.

Growing U.S. Manufacturing: Expanding in-house production capabilities to increase the percentage of tools made in the United States.
Direct-to-Consumer Model: Prioritizing Tekton.com for same-day shipping and direct customer relationships, while maintaining an authorized dealer network.
Product System Expansion: Continuing to build out a complete, organized tool system with no skipped sizes, targeting professionals and serious users.

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