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Senior Technical Services Advisor

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Mountain Top, United States Clopay Corporation Full time

CornellCookson, a division of Clopay Corporation is a leading manufacturer of commercial and grille doors. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success and we are looking for dynamic individuals to join our team.

We have an excellent opportunity for a Senior Service Advisor - Technical -1st shift - in our Mountaintop, PA facility.

In this role you will play a crucial role in improving our field support operations, particularly focusing on mechanical issues and troubleshooting for dealer-installed products. This position requires an individual who can provide immediate on-site support. Serve as the primary resource for escalated field installation issues, ensuring high levels of dealer support and satisfaction.

Focus on service efforts by quickly responding to incoming requests via phone, email, fax and others; providing extraordinary customer service.

Responsibilities / Principal Duties

  • Support the Technical Services team and act as a Subject Matter Expert ensuring high standards of service and support are consistently met
  • Serve as the primary point of escalation for complex installation challenges, offering expert on-site guidance and solutions when issues cannot be resolved remotely via phone or email
  • Readiness to travel promptly to provide essential support and ensure successful resolutions
  • Continuously evaluate and improve field installation processes and troubleshooting methods
  • Implement best practices and innovative approaches to enhance overall service delivery
  • Develop and conduct comprehensive training programs for dealers, team members and new hires to enhance their understanding and skills with our products
  • Serve as the primary contact as the Technical Services Representative for both line extensions and new product launches
  • Ensure that the team is adequately trained and fully prepared to support the product upon its release
  • Maintain robust communication with all stakeholders including dealers, field technicians, and internal teams
  • Assist in other areas as necessary and work cooperatively with others to help achieve departmental and organizational goals



Qualified candidates must possess the following minimum qualifications:

  • Bachelor's degree or equivalent business experience required
  • Minimum of (3) years field support and/or troubleshooting experience
  • Rolling door knowledge and mechanical background a plus
  • Must be able to read and interpret mechanical/electrical schematics & diagrams
  • Understands the technical aspects of the products thoroughly, including installation, maintenance, and troubleshooting processes
  • Familiar with the industrial standards, dealer operations and customer service expectations
  • Skilled in managing multiple projects simultaneously, maintain timelines and coordinating efforts across departments
  • Ability to quickly identify problems and devise effective solutions
  • Strong capability to analyze processes and performance data to identify trends, issues and opportunities for improvement
  • Maintain a strong focus on customer satisfaction, ensuring that dealer feedback is integral to process improvements and product developments
  • Critical thinking and problem solving skills
  • Ability to multi task and stay organized
  • Must possess superior communication skills and be adept at training and educating others

We offer a competitive salary and a very comprehensive benefits package, including 401K, paid holidays, sick, and vacation time.

Equal Opportunity Employer, providing a drug-free work environment.

EOE Male/Female/Disabled/Veteran - We welcome applications from Veterans and the Disabled