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Product Support Specialist

4 months ago

Telford, United States Craft-Bilt Manufacturing Co. Full time
Job DescriptionJob Description

Job Description: Product Support Specialist

A leader and innovator in manufacturing for the residential and commercial remodeling industries, Craft-Bilt is a family owned and operated company, which has been in business for over 76 years. Our products include home improvement products for the outdoors including sunrooms, awnings, solar shades, canopies, aluminum and glass railings, and waterproof aluminum decks. Craft-Bilt strives to provide customer service which exceeds expectations. Our mission statement is "Enthusiastic Employees...Flawless Performance...Delighted Customers."

Perks and Benefits of working at Craft-Bilt:

  • Professional yet relaxed work environment with a casual dress code. Appropriate PPE when in production areas
  • Discount on employee purchases after one year of employment
  • Great work-life balance - the best candidate will work hard while here, but there is no requirement or expectation that work be done at home or outside of the typical work day.
  • A comprehensive wage and benefits package including FULLY PAID healthcare and dental insurance for you and your eligible dependents with NO payroll deductions
  • Additional benefits include company-paid free life insurance, short-term and long-term disability, 401(k) and company match, year-end bonuses, PTO and paid holidays

Position Overview:

We are seeking a skilled and enthusiastic Product Support Specialist to join our Customer Service Team, dedicated to providing exceptional assistance and support for our innovative line of sunrooms and outdoor living space products. As a Product Support Specialist, you will play a crucial role in ensuring our customers receive the highest level of technical guidance and problem-solving expertise.

Key Responsibilities

  • Develop an in-depth understanding of our sunroom and outdoor living space product portfolio, including features, installation methods, and customization options.
  • Respond promptly and professionally to technical inquiries and support requests from customers via various communication channels, including phone, and email.
  • Diagnose and troubleshoot technical issues related to product installations, structural components, and other product aspects.
  • Provide clear and concise step-by-step instructions to customers for problem resolution.
  • Utilize CRM to record detailed customer interactions, technical issues, and solutions.
  • Work closely with the engineering and production teams to communicate customer feedback and identify trends in technical issues.



Qualifications:

  • Proven experience in a product support role within the construction or outdoor living space industry.
  • Strong mechanical aptitude, with the ability to understand construction techniques, and structural components.
  • Mechanical and/or electrical aptitude.
  • Possess excellent problem-solving skills, with the ability to diagnose and resolve issues efficiently. Issues can be presented over the phone or through email.
  • Exceptional communication skills, both written and verbal, to convey detailed information clearly and effectively.
  • Proficiency in using software tools for documentation, tracking, communication, and order entry.
  • Ability to work independently, prioritize tasks, and manage time appropriately.
  • Work effectively and be flexible in a fast-paced environment with shifting priorities.
  • Provide excellent attention to detail and organizational skills.
  • Intermediate to advanced skills in use of Microsoft Word, Outlook and Excel and proficient with using a computer.
  • 2 years of experience working with an ERP.

Work Location/Conditions:

  • On-site as a full-time employee, 8:00 am to 5:00 pm Monday through Friday.