Function as a representative member of the Technical Service team, ensuring the customer鈥檚 perception of value-added service. Take personal responsibility for every contact to ensure that the customer鈥檚 requirements are met from time of initial call receipt until the technical needs are met or warranty claim is processed and closed.
- Examine claims information, test samples and approve / deny, negotiate, and bring about settlement and closure of warranty claims, balancing customer relations and cost control.
- Work with National, Regional, and Territory Sales Managers to facilitate field inspections and handling of claims remotely, in an efficient, effective, and timely manner.
- Provide training to appropriate personnel as necessary on claims handling, technical needs, test methods and inspection procedures.
- Arrange third party field inspections as necessary to maintain service commitments and best utilize sales personnel鈥檚 availability, balancing sales involvement and cost control.
- Effectively communicate, through verbal and written communications, pertinent information to a wide-ranging audience within our distribution channels.
- Appropriately communicate with outside attorneys and other legal system personnel, ensuring the Company鈥檚 interest are protected.
- Develop and maintain product expertise in application and product usage, building techniques, and use of compatible building components.
- Provide verbal and written technical assistance to customer base. Help develop and maintain accurate and useful installation instructions on all products.