Technical Service Specialist

Job Summary

The Technical Service Specialist provides rapid, centralized technical assistance to sales representatives, customers, and internal stakeholders via phone, email, and chat. This role ensures timely resolution of inquiries, proper triage of technical issues, and consistent tracking of interactions through the company's CRM system. The specialist partners with cross-functional teams, supports product claims, facilitate training requirements, and contribute to marketing, product development, and industry engagement initiatives.

Duties and Responsibilities:

• Customer & Rep Support
  • Provide rapid-response technical assistance via phone, email, and chat.
  • Answer inquiries on product compatibility, system selection, warranty eligibility, and installation methods.
  • Serve as first-response triage for technical issues, investigating product to find resolution prior to escalating to field teams as necessary.
  • Log all interactions in the CRM for full job tracking, quality assurance, and performance metrics.
• Project & Cross-Functional Coordination
  • Coordinate with Design Services for project-specific adaptations and solutions.
  • Support product claims as the main point of contact, facilitating communication across functional groups.
  • Review Field Observation Reports and provide feedback to internal teams.
  • Work with Sales, Product Management, Warranty, and Quality teams to successfully identify and eliminate customer issues and pain points.
• Training & Knowledge Development
  • Outline and maintain applicator training requirements.
  • Support hands-on customer training
  • Support technical training through case studies, documentation, and interactive resources.
• Product & Market Support
  • Assist New Product Development (NPD) with in-house testing, mockup construction, and natural exposure testing.
  • Partner with Marketing to support technical accuracy in mockups, videos, and other collateral.
  • Represent the company on industry technical committees, providing expertise and input.
  • Acquire and maintain current knowledge of product systems, new product launches, system capabilities and support policies to provide technically accurate solutions to customers.
• Expectation to understand, participate in, and support company COS initiatives, with focus on developing a lean mindset.
• Other duties as assigned.

Required Knowledge/Skills/Abilities:

• Strong technical problem-solving skills with ability to explain complex concepts clearly.
• Knowledge of building systems, product compatibility, installation practices, and warranty standards.
• Excellent written and verbal communication skills.
• Ability to collaborate across functions (Design, Marketing, R&D, Field Service).
• Strong organizational skills with attention to detail and commitment to documentation.
• Capable of working with minimal supervision, taking initiative and demonstrating self-sufficiency in managing tasks.

Education and Experience:

• Required:
  • HS Diploma
  • Minimum of five (5) years of experience in technical support, product engineering, or a customer-facing technical role
  • Experience with CRM systems and case management
• Preferred:
  • Associate's or Bachelor's degree in Engineering, Construction Science, Technical Communications or related field

Working Conditions:

• This position primarily involves work in the standard office environment, however, there are opportunities for a hybrid schedule. It is sometimes necessary to perform limited amounts of work at manufacturing facilities and job sites typical of the construction trade. The work schedule is consistent with normal business hours, although weekend or after-business hours work may occasionally be required.
• For hybrid work, the incumbent is expected to maintain a dedicated, secure, and ergonomically appropriate home office environment with reliable high-speed internet connectivity. The role requires the ability to work independently with minimal supervision while maintaining regular communication with colleagues and stakeholders via virtual collaboration tools.
• The position typically operates during technical service business hours of Monday - Friday (8am - 5 pm EST). Ability to work flexible hours and alternate between early or late shifts is needed to accommodate business and customer needs. The employee is expected to comply with all company policies related to data security, confidentiality, and remote work standards.
• 40 hours per week minimum workload
• Overtime and weekends, when required
• Ability to travel is needed to conduct customer research, attend industry events, or engage with strategic partners

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