Technical Services Specialist

SIMONTON WINDOWS

Position is home office based, preferably residing in Southeast PA.

Provide Technical support via diagnostic phone support and field support regarding product information (for exterior windows and doors) and installation to internal/outside associates, distributors, contractor/installers and consumers. The support is both pre-sale and post-sale and at times, includes special projects such as new product designs and large field project.

Specific Responsibilities:

Diagnostic/Technical Support Hot Line

1. Manage a weekly assigned office schedule to support Technical Hot Line and Technical Specialist ACD phone queue which may consist of 4 Technical Specialist per day
2. Manage a diagnostic claims queue by researching and investigating each claim to determine best course of action to resolve complaint
3. Communicate to all parties involved as needed to assure customer satisfaction
4. Update CRM data system with all claim information            

            Field Support/Site Visits 

1. Manage efficient scheduling and execution of assigned site visit claims
2. Communicate outcome and update claims in CRM as needed
3. Provide feedback regarding product design and quality issues to the appropriate people to achieve continues improvement efforts and ensure customer satisfaction

             Training and Special Projects

1. Support Preferred Installation training for Customer and Contractors
2. Provide repair and troubleshooting training to Customers and Contractor
3. Manage large field projects by coordinating supplies, materials and labor as necessary
4. Support new product and product refinement project as assigned

             Others

1. Operate within allotted budget
2. Maintain company vehicle
3. Manage parts inventory to improve 1^st touch closure rate on site visit claims
4. Manage process and product changes to ensure there we don’t disrupt our service proposition and commitment to our customers

Education/Experience:

• Should have a technical understanding of windows and installation process.
• Must be able to pass drug screen and background check including driving check.