Product Support Technician

Key Responsibilities

• Provide technical support to homeowners, contractors, and other customers.
• Handle customer problems/complaints via phone, email, or other necessary means.
• Develop resources to aid in the installation and troubleshooting.
• Update manuals, instructions, labels, and other supporting documents to communicate complex and technical information to employees and customers.
• Update and prepare presentations and other training materials for product training sessions.
• Draft ECO’s, NCR’s, and CAR’s as needed.
• Run reports on technical calls and warranty information as needed.
• Poll customers concerning product satisfaction.
• Assist with sales and customer service duties, as time permits.

Core Expectations

• Customer Service: Demonstrate excellent customer service and display a positive attitude and behavior consistent with the Steffes Code of Conduct and Core Values.
• EHS: Perform work in compliance with EHS training and identified procedures/standard work. Report any EHS incident or concern to your supervisor immediately. Cooperate and contribute to the overall success of the EHS program.
• Quality: Participate in job-specific training. Complete work as indicated by standard work, processes, and/or procedures. If your work can’t be completed as required, notify your supervisor immediately for guidance.
• Congruence: Demonstrate and support the Steffes Code of Conduct. Policies and Procedures - Demonstrate and support Steffes Policies and Procedures by: Using tact, sound judgement, and maintaining a professional attitude in communication and relationships with others. Strive to deliver the best quality in daily work. Promote a positive image of Steffes and its products. Be timely and punctual in attendance and following all policies and procedures.

Job Requirements/Qualifications

• Associates Degree in a related field or at least 3 years of work experience.
• Must possess great communication skills.

Functional & Cognitive Requirements of Position

• Requires walking, sitting, or standing to a significant degree.
• Must have the ability to lift 50 pounds from floor to waist, carry 50 pounds, and push and/or pull up to 20 pounds.
• Must have the ability to climb ladders and/or stairs.
• Requires stooping, crouching, kneeling, and bending.
• Handling, feeling, and gripping would be required for some activities.
• Visual acuity is required to inspect work completed.