Product Support Specialist

6 days ago

Halifax, United States HNI Full time

**Description**

Every professional wants to work for an industry leader. Now is your chance as Hearth & Home Technologies is hiring a **Product Support Specialist** in **Halifax, PA**.

A career at Hearth & Home Technologies puts you in the position of working with the most popular brands in the industry, and having an impact on a product that people love. The hearth is the center of the home and family life.

This position supports the vision and goals of HHT by serving as the front line communication with HHT customers, including consumers, direct and indirect buying dealers, builders, distributors, and field service technicians, by providing detailed information and skilled resolution of concerns via product specs, detailed sales information, service parts information, parts availability and pricing, and troubleshooting practices.

The team you work with will be highly skilled and trained. The products and company you represent are best-in-class.

**What you will do:**

* Answer live phone calls, emails, and faxes requiring a high level of expertise from all customers including HHT sales personnel, trade channel partners, consumers, distributors, field techs, architects, and/or builders that are technical in nature requiring extensive product knowledge, use of available resources, and managing customer expectations through each issue.

* Communicate and negotiate with customers according to company policies and procedures.

* Work independently with a moderate level of decision making abilities to address issues in an appropriate manner. Represent HHT remotely with dealers/builder/consumers.

* Work required overtime and flexible schedule to meet business needs, particularly during the winter months.

* Increase expertise level through association affiliation and training.

* Actively participate in hands-on training to maximize exposure, knowledge, and expertise on products.

* Manage all brand part lookup line including part number, pricing and availability.

**Minimum Experience & Skills:**

* Customer service experience in a call center environment 2+ years

* Technical service experience 2+ years

* Excellent verbal and written communication skills, including grammar with an empathetic customer focus

* Strong computer skills, including experience with Windows and Microsoft Office and accurate typing and data entry skills

* Ability to multi-task effectively (need to be able to talk, type and research simultaneously); provide prompt and appropriate follow up

* Ability to quickly learn HHT products and trade channel system

* Conflict management and decision making skills

* Handle stress and change with a positive attitude

* Accurately read, understand, and translate blueprints and technical drawings for customers/consumers

* Understand and maintain confidential information

**Preferred Qualifications:**

* Two years post secondary education

* Experience in the hearth industry

* Experience with Salesforce

**About Working for Hearth & Home Technologies**

Take ownership of your career with a job that ignites your passions and rewards your hard work. At Hearth & Home Technologies, you will have the opportunity to ***Burn Brighter*** working with a supportive team developing industry-leading hearth products.

Hearth & Home Technologies is an operating division of HNI Corporation (NYSE: HNI). We design, manufacture and distribute a wide variety of gas, electric, wood and biomass burning fireplaces, inserts, stoves and accessories. Lakeville, Minnesota is our home, but we have locations throughout the United States.

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