Position is home office based and a company vehicle is provided.
Applicants should reside in southeastern PA ( Lancaster, Reading and Norristown or Philadelphiaarea ). The coverage area is Eastern PA, NJ, DE and Northeastern MDovided
Provide Technical support via diagnostic phone support and field support regarding product information (forexterior windows and doors)and installation to internal/outside associates, distributors, contractor/installers and consumers. The support is both pre-sale and post-sale and at times, includes special projects such as new product designs and large field project.
Diagnostic/Technical Support Hot Line
Manage a weekly assigned office schedule to support Technical Hot Line and Technical Specialist ACD phone queue which mayconsist of 4 Technical Specialist per day
Manage a diagnostic claims queue by researching and investigating each claim to determine best course of action to resolve complaint
Communicate to all parties involved as needed to assure customer satisfaction
Update CRM data system with all claim information
Field Support/Site Visits
Manage efficient scheduling and execution of assigned site visit claims
Communicate outcome and update claims in CRM as needed
Provide feedback regarding product design and quality issues to the appropriate people to achieve continues improvement efforts and ensure customer satisfaction
Training and Special Projects
Support Preferred Installation training for Customer and Contractors
Provide repair and troubleshooting training to Customers and Contractor
Manage large field projects by coordinating supplies, materials and labor as necessary
Support new product and product refinement project as assigned
Operate within allotted budget
Maintain company vehicle
Manage parts inventory to improve 1st touch closure rate on site visit claims
Manage process and product changes to ensure there we dont disrupt our service proposition and commitment to our customers
Should have a technical understanding of windows and installation process.
Must be able to pass drug screen and background check including driving check.