Technical Service Specialist

Schluter Systems L.P•Plattsburgh, NY

12d•$20 - $24

About The Position

With direct supervision, works collaboratively with the team, providing immediate support as applicable. Primarily focused on building technical expertise and expanding knowledge of Schluter systems, products, and applications to support increasingly complex inquiries.

Requirements

Bachelors required or a combination of education and experience will be used to assess qualifications
Customer service experience is preferred
Proficient in conflict resolution
Experienced tradesman or GC work is a plus
Effective written and verbal communication
Experience with CRMs and data entry

Responsibilities

Serve as primary customer support point of contact for installed claims in North America.
Ability to handle recurring problems that are technical in nature, with established solutions available through documented guidance and prior experience.
Communicates with internal teams and occasionally with external contacts to provide or obtain information, often requiring some technical explanation, clarification, or interpretation of established procedures or product details."
Resolves common but technically detailed product inquiries using established documentation, escalating unique or cross-functional issues as needed.
Work closely with all Technical Services entities for training to ensure that product and process knowledge are well understood.
Have a continuous improvement mentality focusing on consistency, collaboration, efficiency and creating a positive customer experience.
Actively working to learn Schluter products and systems. Established and productive individual contributor with growing expertise in Schluter systems, products, and installation scenarios.
Learns to navigate internal tools and documentation (Microsoft Suite, CRM, ERP, product documentation, training materials) to find solutions or assist others.
Working on being able to provide support to team members for special projects (PRW, LoU), troubleshoots routine technical issues and escalates more complex or unclear cases appropriately.
Communicates technical information clearly and effectively, often requiring explanation or interpretation to internal stakeholders or customers.
Applies product knowledge to provide practical recommendations that align with Schluter best practices and warranty conditions.
Travel as needed to train and evaluate third-party service providers, ensuring compliance with company standards.
Other duties as assigned.