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 Communications Specialist provides technical support for assistance to distributors, applicators, contractors, chemists, engineers, sales, technical service department subordinates, and customer service.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Provide front line phone coverage for Technical Services.
Leverage SAP systems to complete notifications as product specialist.
Take turns with the general department mailbox and answer e-mails received and respond or forward to appropriate product specialist.
Work cooperatively with peers to ensure adequate, consistent phone coverage throughout the day with increased sensitivity for needs from 8:00-8:30, 5:00-5:30 and during staggered lunch hours. Occasional flexibility required to accommodate vacations and excused absences.
Handle application questions from the sales force where appropriate.
Support the proper application of Commercial Sealants and Waterproofing products, meeting company and industry guidelines, utilizing written and verbal communications.
Write Technical Bulletins as needed.
Assist in preparing adhesion/compatibility test reports drawn from data prepared by the application lab tech. Target is 24-hour turn- around time, not to exceed 48 hours.
Attend regular meetings, represent the technical services department, communicate actions, results and other information as required.
Assist in the product complaint process.
Participate in Teams or Projects as requested that takes advantage of your knowledge and experience.
Perform other miscellaneous tasks as requested/required.
EDUCATION REQUIREMENT:
Bachelor's degree in construction, Engineering, Science, or similar field.
EXPERIENCE REQUIREMENT:
One to two years experience in technical service or customer service in a similar or related field or industry.
OTHER SKILLS, ABILITIES, AND QUALIFICATIONS:
Using Logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Active listening - 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.
Time Management - Managing one's own time and scheduling, internally and externally.
Speaking - talking to others to convey information effectively.
Critical thinking - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Monitoring - Monitoring/assessing performance of oneself to make improvements or take corrective action.
Reading comprehension - understanding written sentences and paragraphs in work related documents.
Writing - Communicating effectively in writing as appropriate for the needs of the customers and subordinates.
Written comprehension- the ability to read and understand information and ideas presented in writing.
Written expression - ability to communicate information and ideas in writing so others will understand.
Oral comprehension - ability to listen to and understand information and ideas presented through spoken words and sentences.
Knowledge of building materials, methods of application, to assist architects and contractors with job specifications.
Knowledge of principles and processes for providing the necessary level of technical service to customers.
Knowledge of principles and processes for providing the necessary level of customer and technical support. This includes customer needs assessment, meeting quality standards for technical services and evaluation of customer satisfaction.
Knowledge of the English language for structure and content, including the meaning and spelling of words, rules of composition and grammar.
PHYSICAL DEMANDS: Incumbent must be able to stand, walk, sit, use hands, reach, talk, and hear.
ADDITIONAL INFORMATION:
WORK ACTIVITIES
Making decisions and solving problems for product complaints received. Analyzing information and evaluating results for the best solutions to complete the complaint process.
Communicating with Supervisor, peers and subordinates by providing information to supervisors, co-workers and subordinated by telephone, in written form, e-mail or in person.
Organizing, Planning and Prioritizing Work: Developing specific goals and plans to prioritize, organize and accomplish your work.
Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.
Communicating with Persons Outside Organization: Communicating with people outside the organization, representing the organization to customers, the public, government, and others external sources. This information can be exchanged in writing, phone or e-mail.
WORK STYLES
Attention to Detail: Job requires being careful about detail and thorough to completing work tasks.
Cooperation: Job requires being pleasant with others on the phone and in the office and displaying a good-natured, cooperative attitude.
Dependability: Job requires being reliable, responsible and dependable.
Integrity: Job requires being honest and ethical.
Self-Control: Job requires maintaining composure, keeping emotions in check, controlling anger and avoiding aggressive behavior, even in very difficult situations.
Independence: Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
Initiative: Job requires a willingness to take on responsibilities and challenges.
Concerns for Others: Job requires being sensitive to others' needs and feelings. Being understanding and helpful on the job.
BENEFITS AND COMPENSATION:
The salary range for applicants in this position generally ranges between $48,426 and $60,532 . 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.
