Technical Product Resolution Specialist

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 & 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:

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:

• One to two years related experience and/or training
• Basic/working knowledge of Tremco CPG products.
• Customer service experience preferred.

OTHER SKILLS AND ABILITIES:

• 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.

Benefits:

Tremco offers a variety of benefits to its employees, including not limited to: health insurance, paid holidays, paid time off, 401(k) with company match, Company Pension Plan, and continuing education.

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