Senior Technical Services Project Specialist

Position Summary

The Senior Technical Services Project Specialist leads collaboration between internal and external resources focusing on optimizing our organization’s Customer Experience (CX) to meet customers’ evolving needs. The role supports the CX groups (Technical Services, Customer Service, Digital Education and Quality Assurance) as well as Sales and Marketing, providing project support and coordinating subject matter experts on a variety of projects.

• Project Coordination (40%):
  Collaborates with CX, marketing, sales, customers, and other departments to identify new ideas, optimize technology/web-based offerings, and create custom specification-driven documents. Prioritizes and allocates work, defines project responsibilities and expectations, and manages resources. Facilitates internal analysis projects for continuous improvement, supports manufacturer outreach projects, and participates in investigation and settlement of customer service and product complaints.
• Team Project Management (10%):
  Builds team culture, holds employees accountable for values, resolves conflicts, and fosters open feedback. Communicates business updates, motivates employees, and assists in developing employee culture with HR guidance.
• Customer Interactions (40%):
  Provides technical services to architects, contractors, distributors, and other stakeholders via phone, chat, email, and site visits. Investigates and settles customer complaints, coordinates requests with sales and field representatives, updates CRM, and ensures departmental procedures and controls are followed. Assists in analysis of Technical Services activities and reports trends.
• Internal Support (10%):
  Reviews and prepares technical documents, architectural details, and specifications. Creates and updates technical data sheets and advisories. Reviews technical literature, packaging, and marketing collateral. Represents CX in management meetings, ISO audits, and industry functions/trade shows. Writes technical articles and continues education on industry knowledge.

• Associate’s degree or equivalent work experience.
• Minimum of 8 years experience in construction/design or related industry.
• Minimum of 8 years commercial flooring coordination or commercial construction project management experience.
• Proficiency with Salesforce/CRM solutions and commercial construction bid management software.
• Knowledge of architecture, engineering, general contracting, and design related to commercial construction projects.
• Advanced knowledge of product lines, applications, practices and materials; proven track record of coordinating and managing commercial flooring projects.
• Strong project management, interpersonal, written, and verbal communication skills.
• Computer skills:
  Microsoft Office Suite, CRM, ERP; knowledge of CAD/BIM/Bluebeam a plus.
• Strong attention to detail and ability to multi‑task and prioritize tasks based on business needs.
• Strong teamwork attitude, ability to resolve complex installation and customer problems professionally, and maintain long‑term relationships.
• Physical ability to lift up to 40 lbs, stand 50% of the day, sit 50% of the day, and travel up to 30% as needed.

• Medical, Dental, Vision
• 401(k) with company match
• Tuition reimbursement
• 13 paid holidays plus vacation and sick time
• Flexible spending and life insurance
• Paid plant shutdown one week between Christmas and New Year’s holidays

Must be able to travel up to 30% as needed.