Job Description

• Prepare and provide product training, including but not limited to features, benefits, installation, troubleshooting, and maintenance to Dealers/Distributors/Builders/End-Users and Sales personnel
• Provide phone and field technical support to any/all sales channel partners as required
• Record and respond in a timely manner; according to frameworks established by the Business Unit that meet or exceed the customer’s desires
• Coordinate with Inside Sales for shipment of warranty or replacement parts; following established procedures for removing parts from stock and/or procurement of parts
• Work to increase customer satisfaction regarding product support
• Create and Maintain Product Manuals as they relate to technical specifications and installation
• Changes processed through an ECO-type process for recording and communication
• Make Warranty Recommendations in cases which fall outside warranty timeframes and guidelines
• Maintain Service Call Logs and Records according to established procedures
• Support Product Development by providing feedback on current products and input on definition and design of new products
• Support Sales Development as required
• Trade Show Participation, including but not limited to booth design, set-up/tear-down and working the show
• Prototype Installations
• Product Presentations
• Product Support including Technical Sales Data, Product Bulletins, and Competitive Product Information/Analysis
• Play a significant role in continuous improvement efforts; including but not limited to identifying/developing internal and/or external product/service source(s), software or other tools to improve the business