Technical Support Associate

CONSTRUCTION SPECIALTIES, INC.Founded in 1948, Construction Specialties (CS) is a specialty building products manufacturer. CS provides solutions to building challenges that architects, designers, building owners, facility managers, and contractors face every day. Since inventing the first extruded louver, CS has become a global leader in all our product categories. Our products are a part of some of the most iconic buildings around the world-from the world's tallest tower, Burj Khalifa in Dubai, to the Oculus at the World Trade Center Transit Hub in Manhattan. If you want to work in an inspiring atmosphere and collaborate with customers and colleagues to solve challenges, we're the right place for you. CS: People. Buildings. Better.Equal opportunity is not only the law but is the basis of how we ensure that our workplace fosters an environment of fairness, equality, and respect. It is the policy of Construction Specialties to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by applicable federal, state or local law.SCOPE OF POSITION:Responsible for providing technical support to answer installation and product related questions. This involves gathering facts, utilizing resources and making decisions in order to provide timely responses. Coordinates necessary travel activities to perform job site installation startups, product replacements and trouble shooting. Works to build exceptional customer and sales rep relations. Accountable for determining root causes to recommend possible product and process improvements.ESSENTIAL DUTIES AND RESPONSIBILITIES:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, including but not necessarily limited to the following:Receives daily product related inquiries from internal employees, sales reps, contractors, end users & architects via telephone & email and follows protocol scripts & frequently asked questions to provide timely replies.Interacts with engineering, planning, scheduling, manufacturing, programming, drafting, purchasing, estimating & customer service to obtain factual data to help formulate answers.Performs internal project recap evaluations to determine discrepancies for possible no charge orders or change order adds.Initiates root cause & corrective action investigations for continuous improvements.Suggests changes to products, installation instructions, product data sheets, website, DCC resources, FAQ & protocols.Presents hands-on product training classes & consultations for internal employees & sales reps.Books all necessary travel arrangements to job sites for providing troubleshooting, start-up supervision, measurement taking, product training, inspections & hands on product reworks or replacements.Follows all back charge claim protocols & works to mitigate cost exposures. Gathers, investigates, interprets & presents facts for proper review, approval & replies.QualificationsKNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION:

(Minimum Education and/or Experience required)

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 & experience.Ability to travel to job sites around 15% of the time.