Technical Support Specialist

Reports To: Supervisor, Pre-Order & Technical Support Specialists

Position Summary:

Interface with clients, dealers, sales and internal teams to provide guidance with product application, installation and technical product questions, and creation of special products.

Essential Job Duties and Responsibilities:

• Work with internal operations department, showrooms, sales, and dealers, to offer product guidance.
• Work with installation companies for product application, assembly, and troubleshooting assistance.
• Full understanding of Solidworks PDM (internal drawing database) and ability to comprehend engineering drawings
• Ability to provide the most cost effective, efficient solution to positively impact sales.
• Act as primary point of contact for the customer, dealer and sales as it relates to all specials requests and projects.
• Enter specials requests into Create+Submitter (internal application) as received.
• Responsible for managing and ensuring adherence to established Service Level Agreements (SLA's).
• Oversee escalations to engineering for complex requests.
• Validate and confirm specials requests. Process and expedite special product pricing to the customer within established guidelines.
• Continuous learning of the price product guide offerings and application guides.
• Responsible for responding to questions and resolving customer related problems based on policies and procedures, through interaction with internal and external customers.
• Coordinate efforts for major special projects with Extended Specials team, sales and dealer partners to ensure a timely response is provided to the dealer and/or customer.
• Audit pricing for major and project specials.
• Create new price requests for price protected customers.
• Monitor training to grant access to internal applications for dealer partners.
• Attend new product training seminars.
• Attend factory tours in Toronto to gain in-depth product knowledge, as required.
• Review for accuracy of product information in price and product guides, installation manuals, product memos, and technical publications.
• Establish personal network within Individual Product Facilities and suppliers to obtain information and utilize their support.
• Prompt, reliable and regular attendance
• Work as part of the team within Pre-Order.
• Other duties as assigned.

Qualifications and Educational Requirements:

• Associate's degree required; relevant experience considered in lieu of required education.
• Demonstrated proficiency with the Microsoft Office and Google Suite (Word, Excel, and PowerPoint).
• Proven ability to accurately read and interpret technical drawings and specifications.
• Proficiency in AutoCAD or similar computer-aided design software.
• A minimum of 2 years of experience within the furniture or a related manufacturing industry.
• Ability to think strategically utilizing product knowledge and available tools to positively impact sales and customer satisfaction.