Quality and Technical Support Specialist

The Quality and Technical Support Specialist position is responsible for supporting product quality assurance by acting as a liaison between Fabricut and its mills and finishers. This role plays a key part in ensuring that any quality claims are thoroughly investigated, resolved efficiently, and that appropriate follow-up actions, such as issuing credits or receiving replacement products, are completed and documented.

This position will work closely with Product Design, Purchasing, and our suppliers to resolve quality concerns, provide technical guidance, and support internal teams with the information they need to serve our customers effectively. While this role does not involve direct customer interaction, it is critical to enabling our customer service and sales teams to provide knowledgeable and accurate support.

Key Responsibilities

• Act as the primary liaison between Fabricut and mills/finishers on quality issues and claims.
• Ensure credits or replacement products are received and reconciled for all approved claims.
• Investigate quality concerns raised by Customer Service, Sales, and internal teams.
• Collaborate with Product Brand Managers and Sales to identify solutions tailored to specific issues.
• Administer corrective actions to prevent recurring quality issues.
• Complete and maintain product specification sheets, coordinating testing and compliance documentation as needed.
• Collect and communicate accurate cleaning, care, hanging, and ironing instructions for each product.
• Manage Returned Goods Authorizations (RGAs) and vendor chargebacks related to quality issues.
• Assist with establishing and maintaining quality assurance standards during product development and approval processes.
• Provide technical support and education to internal teams to improve product knowledge and customer-facing guidance.

• High School diploma or equivalent required. Some college preferred.
• Minimum 3-5 years in Customer Service or related field.
• Proficient in Microsoft Word, Excel, Outlook, and Internet usage. 
• Strong critical thinking and problem-solving skills with the ability to assess technical product issues quickly and effectively.
• Highly organized with the ability to prioritize activities by customer, pattern, and vendor.
• Excellent written and verbal communication skills; able to articulate clear expectations and timelines to vendors and internal teams.
• Strong attention to detail with the ability to proofread and edit communications for grammar, tone, and clarity.
• Collaborative and team-oriented; able to work across multiple departments and functions.
• Ability to build and maintain positive working relationships with mills, finishers, and vendor partners.

Physical Requirements:

The essential functions of this position include, but are not limited to the following:

In terms of an 8-hour workday, this position requires:

• 6 hours sitting
• 2 hours standing

Activity: This following shows the actual time spent on each activity for this position.

• Bending/Twisting – Up to 2 hours
• Reaching – Up to 2 hours 
• Lifting – Up to 2 hours
• Pushing/Pulling - 2 hours
• Speaking – 4 to 6 hours
• Writing – 2 to 4 hours
• Typing or CRT Inputting – 2 to 4 hours
• Filing – Up to 2 hours
• Climbing – Up to 2 hours
• Reading – 4 to 6 hours
• Driving – 0 hours

The following activities are essential in your job function.

• Hearing – 6 to 8 hours
• Seeing – 6 to 8 hours

Lifting is essential in your job function.

• Up to 10 lbs. – Up to 2 hours 

Repetitive foot movement such as operating foot controls.

• Both feet – Walking between buildings

Your job requires you to use your hands for repetitive action.

• Simple Grasping – Up to 2 hours
• Firm Grasping – Up to 2 hours
• Fine Dexterity – Up to 2 hours

In your job, you may be around the following working conditions. 

• Exposure to dust, fumes and/or gases – 2 to 4 hours
• Exposure to noise – 2 to 4 hours

The specific statements shown in each section of this description are not intended to be inclusive. They represent typical elements and criteria considered necessary to successfully perform the job.