Product Technical Support Associate

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.

• 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 determining the feasibility of applications.
• Recommends modifications to standard details for custom applications as required on special projects.
• Makes all travel arrangements including: customer and/or rep meeting times, agenda development, scheduling flights, car rentals, hotel reservations and plotting job sites directions.
• Travels to meet with architects, contractors and sales representatives to troubleshoot on special projects or problematic jobs. Expected travel time is 15%
• Travels to job sites for start-up supervision on special projects or on projects that have an added cost for technical services and for on-site inspections due to problems or product failure.
• Travels to job sites for hands on product rework or replacement due to warranty claims. Performs technical assembly practices.
• Travels to sales representative offices for installation training or new rep training.
• Reports all job site discussions and discoveries on a trip report within 1 week after every site visit and submits with expense report. Records and stores all trip reports in the Field Tech Folder.
• Based on customer survey feedback, suggests and implements technical support improvements.
• Follows back charge protocol and works to minimize our cost exposure. Gathers, investigates, interprets and presents facts for proper review.
• Creates written requests and works with IWP Buyers on the purchase of special parts as required.
• Supports SBU as a resource and helps take action to bring certain initiatives to their rapid and successful implementation.
• Ensures conformance to all aspects of the ISO 14001 standard and Construction Specialties’ Environmental Management System (EMS), including its environmental policy while performing job functions that may have a significant…