Technical Specialist

Salary Range: $60,000.00 - $80,000.00 Salary

We are looking for a Technical Support Specialist to serve as a key technical resource for our customers and external partners. In this role, you will provide expert guidance on flooring systems and flooring adhesive products and act as a primary technical contact for installers, distributors, architects, specifiers, and internal teams. You will deliver accurate, timely, and professional technical support while upholding the company’s quality, safety, and brand standards.

Respond to technical inquiries related to flooring adhesives, installation systems, and associated products.

Troubleshoot product and installation issues using structured problem-solving and diagnostic techniques.

Document customer interactions and manage cases within the case management system.

Resolve technical issues efficiently and escalate complex cases to Area Technical Managers, Quality, R&D, or EHS as needed.

Collect and manage customer claims, coordinating corrective actions such as replacements, credits, or refunds.

Support quality events or recalls through customer communication and established procedures.

Maintain strong technical knowledge of current and legacy products, application methods, warranties, and industry standards.

Collaborate with Sales, Quality, Manufacturing, and R&D teams to support customer satisfaction and continuous improvement.

Ensure compliance with Environmental, Health, and Safety (EHS) requirements and company policies.

Provide backup support to the Technical Support team during peak periods.

Experience in technical support, flooring, construction materials, or a related industry preferred

Strong problem-solving, communication, and documentation skills

Ability to explain technical information clearly to diverse audiences

Customer-focused mindset with attention to detail

• Minimum of five (5) years of experience in customer service, technical support, or sales within a manufacturing environment, preferably related to flooring, construction materials, or adhesives
• Advanced proficiency in Microsoft Word, Excel, Outlook, Windows-based applications, and data entry
• Strong written and verbal communication skills, including technical documentation and customer-facing communication
• Proven ability to manage multiple priorities in a fast-paced, team-oriented environment
• Results-driven, highly organized, and customer-focused with the ability to resolve dissatisfaction and protect company reputation
• Ability to manage moderately complex work situations that may impact customer satisfaction, company image, and financial performance
• Proficient in the use of general office equipment (copiers, scanners, fax machines, etc.)