Technical Product Resolution Specialist

Tremco Construction Products Group brings together Tremco CPG Inc.'s Commercial Sealants & Waterproofing and Roofing & Building Maintenance divisions; Tremco Barrier Solutions Inc.; Dryvit, Nudura and Willseal brands; Prebuck LLC; Weatherproofing Technologies, Inc.; Weatherproofing Technologies Canada and PureAir Control Services, Inc. Altogether, Tremco CPG companies operate 21 manufacturing facilities, 6 distribution sites, and 3 R&D/technology sites, and employ more than 2,700 people across North America.

GENERAL PURPOSE OF THE JOB:

The Technical Product Resolutions Specialist provides coordination and administrative assistance pertaining to the Product Complaint & Resolution Process or Warranty Service Requests (Warranty Portal) and works with internal and external customers to quickly and accurately resolve product quality and product application complaints in accordance with ISO standards and/or established guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Initialize complaints, assign tasks to cross functional team, (Technical Service, Sales, Research and Development, Distribution, Manufacturing, Product Management, etc.) and follow up to ensure complaints are resolved in accordance to established processes and ISO standards.
• Develop and maintain an understanding of SAP and product complaint transactions and/or Warranty Service Requests (Warranty Portal).
• Coordinate analytical testing with Sales, Technical Application Specialists and Laboratory Analysts as it relates to the Product Complaint and Resolutions Process.
• Assist with training on the Product Complaint & Resolution Process and/or Warranty Service Requests (Warranty Portal) for both internal and external customers.
• Meet regularly with cross-functional teams (Manufacturing, Quality and Technical Teams) to review Product Complaint trends and current open complaints for all Tremco CPG product lines.
• Update Product Complaint Manual in accordance with our ISO standards and/or established guidelines.
• Place product orders, track and provide follow-up for the Technical Service Department (certification testing, field trials and project testing, etc.).
• Answer inquiries via telephone, e-mail and/or text from internal and external customers regarding all Tremco CPG product complaints along with inquiries from Architects, Engineers, Contractors, Tremco Sales Reps, Distributors and Homeowners regarding all Tremco CPG products.
• Act as back up support for the Technical Resource Center.
• Assist team on special projects and assignments as needed.

EDUCATION REQUIREMENT:

High school diploma or general education degree (GED) required, Bachelor's degree in business, Science, Construction Management or a similar field preferred; in lieu of degree, 5 years of direct customer complaint and claims experience is acceptable.

EXPERIENCE REQUIREMENT:

With high school diploma, 5 years of direct customer complaint and claims experience. With a Bachelors degree, 1-2 years of direct customer complaint and claims experience required.

• Basic/working knowledge of Tremco CPG products.
• Customer service experience preferred.

OTHER SKILLS, ABILITIES, AND QUALIFICATIONS:

• Ability to travel to Tremco job sites to further enhance product knowledge, support the sales force, and gain new experience with Tremco products.
• Excellent communication skills with the ability to clearly articulate ideas and situations over the phone and through written correspondence.
• Knowledge of principles and processes for providing the necessary level of customer and technical service to customers.
• Knowledge of the English language for structure and content, including the meaning and spelling of words, rules of composition and grammar.
• Active listening skills - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Ability to manage one's own time and scheduling.
• Monitoring/assessing performance of oneself to make improvements or take corrective action.
• Reading comprehension - understanding written sentences and paragraphs in work related documents.
• Proficient in MS Office Suite (Word, Outlook, Excel)
• Previous SAP experience preferred

PHYSICAL DEMANDS: Incumbent must be able to stand, walk, sit, use hands, reach, talk, and hear,

BENEFITS AND COMPENSATION:

The salary range for applicants in this position generally ranges between $54,549 and $68,186. This range is an estimate, based on potential employee qualifications, operations, needs, and other considerations permitted by law. The Company offers a variety of benefits to its employees, including but not limited to health insurance, paid holidays, paid time off, 401(k) Savings and Trust & Plan with company match, Company Pension Plan, Performance Based Bonus/Commission, and continuing education.

All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.