Technical Support Specialist- Construction Products in Cleveland, OH at Tremco Incorporated

Date Posted: 2/10/2020

Job Snapshot

  • Employee Type:
  • Location:
    Cleveland, OH
  • Experience:
    Not Specified
  • Date Posted:

Job Description

An excellent opportunity has arisen for a Technical Support Specialist to join The Euclid Chemical team.

Euclid Chemical offers an attractive compensation package, company benefits include but are not limited to:

  • Medical, dental and vision coverage

  • Life Insurance

  • Disability benefits

  • 401k and Pension

  • Vacation and Holiday time

  • Tuition Reimbursement

About the position:

The Technical Support Specialist is responsible for providing technical support on Euclid Chemical construction products offered to distributors, contractors and residential customers, company sales & marketing staff, as well as design professionals.  This includes but is not limited to support via telephone, responding to electronic requests for product support, participating in customer sales training, and assisting in the development of new products and technical sales tools.  The Technical Support Specialist is expected to demonstrate an enthusiastic commitment to providing industry-leading service and support to internal and external Euclid Chemical customers.  They should also be dedicated to personal growth in product knowledge and industry experience.

Main job duties & responsibilities include:

As the Technical Support Specialist- Construction Products, you will be expected to:

  • Provide and track excellent front line telephone/electronic service and support for Euclid Chemical construction products.

  • Schedule and manage telephone support coverage, working with other Technical Support Specialists, Product Managers, and other marketing staff.

  • Assist in the development of technical support tools such as product comparative guides, brochures, sell sheets, certification letters, website content, etc.

  • Assist in product troubleshooting by proactively coordinating testing and analysis activities between sales representatives, customers, R&D/product development, customer service, and operations.

  • Interact as a reliable peer, especially to sales representatives, product managers, marketing communications staff, customer service, business development, R&D/product development, and the operations group.

  • Maintain electronic product technical files.

  • Help plan and provide product training and demonstrations to internal and external customers.

  • Occasional travel to construction job sites or customer locations to provide product support may be required.

  • Perform other duties as assigned.

Education & Experience:

  • High School Diploma

  • Associates Degree 

  • Practical experience in concrete construction and methods is preferred

  • Additional Professional Development Credits/Certifications in Industry advantageous.

  • Excellent knowledge of MS Office and SAP or desire/acumen to learn SAP.

Key Competencies:

  • Language-  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Multi-lingual capabilities a plus.

  • Communication-  Communicates in a clear and concise manner. Uses appropriate grammar, pronunciation and tone to enhance understanding. Demonstrates professionalism and tailors communication style to needs of the recipient.

  • Reasoning- Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

  • Mathematical Skills-Ability to calculate figures and amounts such as proportions, percentages, area, circumference, volume, margins, etc.  Ability to apply concepts of basic algebra and geometry.

  • Planning/ Organization- Identifies more critical and less critical activities and tasks; adjusts priorities when appropriate. Ensures that required equipment and/or materials are in appropriate locations so that own and others’ work can be done effectively.  Effectively allocates own time to complete work; coordinates own and others’ schedules to avoid conflicts.  Takes advantage of available resources (individuals, processes, departments, and tools) to complete work efficiently. Uses time effectively to prevent irrelevant issues or distractions from interfering with work completion.

  • Interpersonal Skills- Establishes good interpersonal relationships by helping people feel valued, appreciated, and included in discussions and activities.

  • Customer Focus & Support-  Listens to customers (internal and external) and addresses needs and concerns. Keeps customers informed by providing status reports and progress updates. Delivers on service commitments. Meets established or agreed upon deadlines. Maintains strong relationships with customers. Uses initiative to improve outcomes, processes, or measurements.

Other requirements:

  • Travel nationally on occasion.

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