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Technical Customer Support Specialist
2 months ago
Field Technical Customer Service Specialist
Job Category: Customer Service
Position Overview:
At AZEK, we embrace diversity and are committed to fostering an inclusive environment for our employees, products, and community. We are proud to be an equal opportunity employer.
ROLE SUMMARY:
The Field Technical Customer Service Specialist plays a crucial role in providing product application guidance and direct assistance to our end-user community, which includes distributors, dealers, contractors, builders, and property owners. This position involves offering installation techniques, customer training, and handling claims and warranty investigations.
The specialist will also assist in the creation and evaluation of marketing materials, ensuring technical content is accurate and informative. Strong customer relations, negotiation skills, and technical expertise are essential for making informed, fact-based decisions that align with The AZEK Company Core Values.
KEY RESPONSIBILITIES:
- Lead product knowledge training sessions, including AZEK University and on-site installation training.
- Collaborate with dealers, distributors, and sales/customer service teams to address and resolve product-related claims and concerns.
- Conduct site visits to address and resolve property owner complaints.
- Provide technical customer service and troubleshooting support via phone to resolve issues.
- Develop and deliver application and installation training tailored to the needs of end users and internal stakeholders.
- Participate in trade shows to enhance sales support and product knowledge dissemination.
- Offer direct assistance during customer sales calls as needed.
- Organize and conduct field testing to validate product performance in various conditions.
- Support the development of an effective claims management process.
- Perform additional tasks as assigned.
POSITION REQUIREMENTS:
Preferred qualifications include an Associate degree or equivalent from a technical school, along with 2-5 years of experience in the Building Materials Industry, particularly in retail lumberyards or distribution.
Candidates should possess general construction knowledge, with experience in deck and rail installation being advantageous. Proficiency in MS Office applications, including PowerPoint, Excel, and Outlook, is required.
Strong analytical and interpersonal skills are essential, with the ability to communicate effectively with diverse audiences, including management and field personnel. Excellent verbal communication skills are necessary to convey information clearly and persuasively.
