Technical Support Specialist
1 week ago
At Construction Specialties, we are seeking a highly skilled Technical Support Associate to join our team. As a Technical Support Associate, you will be responsible for providing technical support to answer installation and product-related questions. This involves gathering facts, utilizing resources, and making decisions to provide timely responses. You will also coordinate necessary travel activities to perform job site installation startups, product replacements, and troubleshooting.
Key Responsibilities:- Receive daily product-related inquiries from internal employees, sales reps, contractors, end users, and architects via telephone and email and follow protocol scripts and frequently asked questions to provide timely replies.
- Interact with engineering, planning, scheduling, manufacturing, programming, drafting, purchasing, estimating, and customer service to obtain factual data to help formulate answers.
- Perform internal project recap evaluations to determine discrepancies for possible no-charge orders or change order adds.
- Initiate root cause and corrective action investigations for continuous improvements.
- Suggest changes to products, installation instructions, product data sheets, website, DCC resources, FAQ, and protocols.
- Present hands-on product training classes and consultations for internal employees and sales reps.
- Book all necessary travel arrangements to job sites for providing troubleshooting, start-up supervision, measurement taking, product training, inspections, and hands-on product reworks or replacements.
- Prefer a 2+ year degree or training in business, engineering, estimating, drafting, or other related field OR 2+ years of experience in construction, product support, installation troubleshooting, hands-on production, customer service, and/or other related fields OR equivalent combination of education and experience.
- Ability to travel to job sites around 15% of the time.
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