260002K

Construction Specialties, Inc. is seeking a Technical Support Associate to provide technical support to answer installation and product related questions, gather facts, and make decisions to provide timely responses. The role involves coordinating travel activities, building customer and sales rep relations, and determining root causes to recommend product and process improvements.

Requirements

• 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.
• 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.
• 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.
• 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.
• 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.
• Reports all job site discussions and discoveries on a trip report within 1 week after every site visit and submits with expense report.
• Based on customer survey feedback, suggests and implements technical support improvements.
• Follows back charge protocol and works to minimize our cost exposure.
• Creates written requests and works with IWP Buyers on the purchase of special parts as required.

Benefits

• 401k Matching
• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Life Insurance
• Disability Insurance
• Employee Assistance Program