Product Technical Support Associate

Location: Muncy

DescriptionCONSTRUCTION SPECIALTIES, INC. Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our products are a part of some of the most iconic buildings around the world–from the world’s tallest tower, Burj Khalifa in Dubai, to the Oculus at the World Trade Center Transit Hub in Manhattan.

If you want to work in an inspiring atmosphere and collaborate with customers and colleagues to solve challenges, we're the right place for you. CS:
People. Buildings. Better.

Equal opportunity is not only the law but is the basis of how we ensure that our workplace fosters an environment of fairness, equality, and respect. It is the policy of Construction Specialties to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable federal, state or local law.

SCOPE OF POSITION:

Responsible for providing technical support to answer installation and product related questions. This involves gathering facts, utilizing resources and making decisions in order to provide timely responses. Coordinates necessary travel activities to perform job site installation startups, product replacements and trouble shooting. Works to build exceptional customer and sales rep relations. Accountable for determining root causes to recommend possible product and process improvements.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, including but not necessarily limited to the following:
Helps to develop and follow Technical Support Scripts and Frequently Asked Questions and Answers.

Knows and follows all C/S Resource Center Documents that relate to Technical Support practices.

Answers specific and general technical questions from architects, contractors, customers, sales reps and internal departments via telephone and email. Interacts with R&D, manufacturing, drafting and customer service to obtain needed engineering, production, submittal and order data to help formulate answers to technical questions. Reviews pack slips and shop orders to determine discrepancies for possible no charge orders.

Performs recap evaluations of models, sizes, colors and quantities on orders, submittal drawings and cut lists. Compares what was quoted, drawn, approved, released, entered, produced and shipped to determine discrepancies for possible no charge orders.

Analyzes job site photos and videos on installation issues, product identification, color variations and warranty claim determination. Initiates and expedites needed no charge materials and provides proper no charge codes.

Reviews customer needs and drawings for possible custom product quote consideration. Logs all technical support inquiries in the Tech Support Database on daily basis. Acts as a liaison between front line customer problems as they arise regarding manufacturing, drafting and customer service. Works to determine root causes and recommends necessary product, work procedure and process changes.

Based on technical support feedback, suggests changes to save manufacturing time and money.

Based on customer inquiries, suggests changes to product installation instructions.

Based on job site feedback, assists R&D and manufacturing on product testing and checking.

Develops and maintains the sample product wall for employee and sales rep training. Provides technical support knowledge to internal committees and teams as needed.

Clarifies special custom product applications and determines manufacturability by gathering input from manufacturing and R&D. Obtains and documents structural calculations and performance data as needed. Develops prototype samples as warranted, keeping cost and return factors in mind for…