Technical Service Specialist

Carlisle Construction Materials•Richmond, VA

10d•Hybrid

About The Position

The Technical Service Specialist provides rapid, centralized technical assistance to sales representatives, customers, and internal stakeholders via phone, email, and chat. This role ensures timely resolution of inquiries, proper triage of technical issues, and consistent tracking of interactions through the company’s CRM system. The specialist partners with cross-functional teams, supports product claims, facilitates training requirements, and contributes to marketing, product development, and industry engagement initiatives.

Requirements

Strong technical problem-solving skills with ability to explain complex concepts clearly.
Knowledge of building systems, product compatibility, installation practices, and warranty standards.
Excellent written and verbal communication skills.
Ability to collaborate across functions (Design, Marketing, R&D, Field Service).
Strong organizational skills with attention to detail and commitment to documentation.
Capable of working with minimal supervision, taking initiative and demonstrating self-sufficiency in managing tasks.
HS Diploma
Minimum of five (5) years of experience in technical support, product engineering, or a customer-facing technical role.
Experience with CRM systems and case management.

Nice To Haves

Associate’s or Bachelor’s degree in Engineering, Construction Science, Technical Communications or related field

Responsibilities

Provide rapid-response technical assistance via phone, email, and chat.
Answer inquiries on product compatibility, system selection, warranty eligibility, and installation methods.
Serve as first-response triage for technical issues, investigating product to find resolution prior to escalating to field teams as necessary.
Log all interactions in the CRM for full job tracking, quality assurance, and performance metrics.
Coordinate with Design Services for project-specific adaptations and solutions.
Support product claims as the main point of contact, facilitating communication across functional groups.
Review Field Observation Reports and provide feedback to internal teams.
Work with Sales, Product Management, Warranty, and Quality teams to successfully identify and eliminate customer issues and pain points.
Outline and maintain applicator training requirements.
Support hands-on customer training.
Support technical training through case studies, documentation, and interactive resources.
Assist New Product Development (NPD) with in-house testing, mockup construction, and natural exposure testing.
Partner with Marketing to support technical accuracy in mockups, videos, and other collateral.
Represent the company on industry technical committees, providing expertise and input.
Acquire and maintain current knowledge of product systems, new product launches, system capabilities and support policies to provide technically accurate solutions to customers.
Expectation to understand, participate in, and support company COS initiatives, with focus on developing a lean mindset.
Other duties as assigned.