Product Support Specialist, Specialty Coatings and Paint

ICP Group•Andover, MA

34d•$75,000 - $90,000•Onsite

About The Position

ICP is seeking a Product Support Specialist to join our team. This will be an individual with a well-rounded and extensive paint and coatings background to address field technical issues, to work as the liaison between the lab, sales and the end customer, to provide product training and to support new product definition and introduction activities. This position is responsible for product recommendation, troubleshooting application questions, customer complaints regarding technical issues, product concerns or any other technical service components. This role will also help define new product requirements, contribute to the new product roadmap and support new product introduction activities. A key element of this role will include external training of contractors, distributors and dealers in the proper use and application of ICP Products. This role will serve as a primary communications liaison between the technical group and sales, marketing, and customer service and will help to establish technical group priorities. This role is based out of our Andover, MA plant.

Requirements

5+ years of experience in architectural paints and coatings or a related field.
Have general coatings knowledge and/or experience in the paint and coatings industry
Substrate and surface preparation
Paint preparation and mixing methods
Application techniques and applicator materials
Aptitude in using appropriate tools
Basic knowledge of spray equipment and operation
Understand how to read and interpret Technical Data Sheets
Experience in dealing directly with customers.
Conscientious with great attention to detail
Excellent listening and verbal communication skills.
Telephone skills
Ability to ask questions and gather information from customers needed to be able to diagnose issues effectively.
Ability to teach and train others on technical details
E-mail and technical report writing skills.
Computer Skills - working knowledge and experience using MS Office Suite.
Problem solving skills including experience in investigating and resolving technical issues.
Track record of driving results with an appropriate sense of urgency.
Ability to travel locally (driving) and nationally.
Ability to work in and around an industrial laboratory setting.
Excellent Time Management: use time management skills to prioritize customer calls and quickly address all customer tech inquiries.
Detail orientation and ability to follow standard operating procedures.
Commitment to safety.
Willingness to follow prescribed policies & procedures.
Ability to make decisions based on data
Recognizes personal strengths and weaknesses and comfortable drawing on the strengths of others to deliver results.
Eager teacher and continuous learner.

Responsibilities

Answer product application questions on a daily basis
Address technical complaints referred by marketing, sales or customer service.
Investigate complaints to determine root cause.
Communicate root cause results verbally and in a formal reports to appropriate internal personnel.
Interact with customers to satisfy their issues while protecting ICP’s interests.
Visit customer sites as required to troubleshoot issues
Prioritize and drive actions necessary to drive root cause determination and to address issues identified in root cause analyses.
Interact with suppliers, customers, customer service, sales and production staff to assure customer satisfaction and complaint resolution.
Serve as a key voice in the establishment of new product performance requirements.
Serve as a primary stakeholder in establishing new product development priorities.
Coordinate competitive product benchmarking activities.
Coordinate training for both new and existing products.
Lead the market introduction activities for new products.
Actively contribute to the development of the product roadmap.
Maintain electronic records of all work.
Contribute to the monthly tracking and categorization of customer complaints
Prioritize and coordinate the needs of customers, marketing, sales and customer service in managing how time on the job is utilized
Maintain a clean and safe work environment.
Follow ICP Construction policies.
Complete any additional assignments as directed.
Report to the Technical Service & New Product Support Manager - Construction
other duties assigned by Gardner-Gibson Sales management team.