Product Support Technician

Job Description

Job Description

Position Summary
Provides product support for homeowners, contractors, utility personnel, and others. Develops technical documentation and training curriculum. Communicates sales and technical information to customers. Performs other sales and support duties designed to maintain and enhance customer relations, as time permits.

Steffes Core Values
• Trust: We promote growth and long-term success by making wise decisions with trust as an essential component.
• Respect: We unleash creative talents of our diverse workforce by treating each other the way we would like to be treated.
• Teamwork: We believe people achieve much more by working together.
• Integrity: We follow through and keep our word while being open, honest, ethical, and fair.
• Safety: We view our co-workers as family members of our business and strive to ensure safety for all.
• Humility: We recognize and appreciate strengths and contributions beyond one’s self. We are modest, genuine, and authentic.

Key Responsibilities
1. Providing technical support to homeowners, contractors, and other customers.
2. Handle customer problems/complaints via phone, email, or other necessary means.
3. Develop resources to aid in the installation and troubleshooting.
4. Update manuals, instructions, labels, and other supporting documents to communicate complex and technical information to employees and customers.
5. Update and prepare presentations and other training materials for product training sessions.
6. Draft ECO’s, NCR’s, and CAR’s as needed.
7. Run reports on technical calls and warranty information as needed.
8. Poll customers concerning product satisfaction.
9. Assist with sales and customer service duties, as time permits.
10. Maintain a positive work atmosphere by acting and communicating in collaborative manner with customers, suppliers, co-workers, and management.
11. Helps company meet its Strategic, Quality and Safety objectives.
12. Other duties may be assigned.

Core Expectations
• Customer Service - Demonstrate excellent customer service and display a positive attitude and behavior consistent with the Steffes Code of Conduct and Core Values.
• Environmental, Health, Safety (EHS ) – Perform work in compliance with EHS training and identified procedures/standard work. Report any EHS incident or concern to your supervisor immediately. Cooperate and contribute to the overall success of the EHS program.
• Quality – Participate in job-specific training. Complete work as indicated by standard work, processes, and/or procedures. If your work can’t be completed as required, notify your supervisor immediately for guidance.
• Conduct - Demonstrate and support the Steffes Code of Conduct.
• Policies and Procedures - Demonstrate and support Steffes Policies and Procedures by:
o Using tact, sound judgement, and maintaining a professional attitude in communication and relationships with others.
o Striving to deliver the best quality in daily work.
o Promoting a positive image of Steffes and its products.
o Being timely and punctual in attendance and following all policies and procedures.

Job Requirements/Qualifications
• Associates Degree in a related field or at least 3 years of work experience
• Must possess great communication skills

Functional & Cognitive Requirements of Position
• This position requires walking, sitting, or standing to a significant degree.
• Must have the ability to lift 50 pounds from floor to waist, carry 50 pounds, and push and/or pull up to 20 pounds.
• Must have the ability to climb ladders and/or stairs.
• Stooping, crouching, kneeling, and bending.
• Handling, feeling, and gripping would be required for some activities.
• Visual acuity is required to inspect work completed.
• This role may be subject to internal and external environmental conditions.
• Learn new tasks, remember processes, maintain focus, complete tasks independently, make timely decisions in the context of a workflow, ability to communicate with visitors, ability to complete tasks in situations that have a speed or productivity quota.