Technical Product Resolution Specialist

Tremco CPG Inc. • Beachwood, OH

84d

About The Position

The Technical Product Resolutions Specialist provides coordination and administrative assistance pertaining to the Product Complaint & Resolution Process or Warranty Service Requests (Warranty Portal) and works with internal and external customers to quickly and accurately resolve product quality and product application complaints in accordance with ISO standards and/or established guidelines.

Requirements

• Bachelor’s degree in business, Science, Construction Management or a similar field preferred; in lieu of degree, 5 years of direct customer complaint and claims experience is acceptable.
• One to two years related experience and/or training.
• Basic/working knowledge of Tremco CPG products.
• Customer service experience preferred.

Nice To Haves

• Ability to travel to Tremco job sites to enhance product knowledge and support the sales force.
• Excellent communication skills with the ability to clearly articulate ideas and situations.
• Knowledge of principles and processes for providing customer and technical service.
• Active listening skills.
• Ability to use logic and reasoning to identify strengths and weaknesses of solutions.
• Ability to manage one’s own time and scheduling.
• Proficient in MS Office Suite (Word, Outlook, Excel).
• Previous SAP experience preferred.

Responsibilities

• Initialize complaints, assign tasks to cross functional team, and follow up to ensure complaints are resolved in accordance to established processes and ISO standards.
• Develop and maintain an understanding of SAP and product complaint transactions and/or Warranty Service Requests (Warranty Portal).
• Coordinate analytical testing with Sales, Technical Application Specialists and Laboratory Analysts as it relates to the Product Complaint and Resolutions Process.
• Assist with training on the Product Complaint & Resolution Process and/or Warranty Service Requests (Warranty Portal) for both internal and external customers.
• Meet regularly with cross-functional teams to review Product Complaint trends and current open complaints for all Tremco CPG product lines.
• Update Product Complaint Manual in accordance with our ISO standards and/or established guidelines.
• Place product orders, track and provide follow-up for the Technical Service Department.
• Answer inquiries from internal and external customers regarding all Tremco CPG product complaints.
• Act as back up support for the Technical Resource Center.
• Assist team on special projects and assignments as needed.

Benefits

• Health insurance
• Paid holidays
• Paid time off
• 401(k) with company match
• Company Pension Plan
• Continuing education

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees