Provide Technical support via diagnostic phone support and/or field support to resolve Siding warranty claims or to provide product and installation information to internal/outside associates, distributors, contractor/installers and consumers. The support can be both pre-sale and post-sale and at times, may include special project such as new product designs and large field project. Additionally, position will provide training when necessary to educate customers on appropriate installation techniques. Position will primarily be responsible for the Ohio area and ideally be based in Columbus. Territory may also include PA and Michigan.
Warranty Claim Diagnostic/Technical Support– as assigned or applicable by business unit
a. In collaboration with Warranty Department and the Sales team, processes Siding related Warranty requests by conducting research, verifying information accuracy, deciphering problem description, drive to issue resolution with the customer
b. Provide telephone customer support where necessary
c. Communicate to all parties involved as needed to assure customer satisfaction
d. Update systems with all claim information or forward to warranty as necessary.
Provide feedback regarding product design and quality issues to the appropriate people to achieve continues improvement efforts and ensure customer satisfaction
a. Provide training where appropriate to educate customers on appropriate installation techniques.
b. Provide repair and troubleshooting training to Customers
c. Support new product and product refinement projects as assigned.
Field Support/Site Visits
a. Manage efficient scheduling and execution of assigned site visit claims
b. Communicate outcome and update claims in CRM as needed
c. Provide feedback regarding product design and quality issues to the appropriate people to achieve continues improvement efforts and ensure customer satisfaction
a. Operate within allotted budget
b. Manage process and product changes as assigned to ensure service proposition and commitment to our customers are not sacrificed or disrupted.