Technical Communication Specialist at Tremco Incorporated in West Warwick, Rhode Island

Job Description:

The Technical Communication Specialist supports the Technical Services Department, Technical Sales Representative and customers regarding the Tremco CPG (Construction Products Group) product lines.  This position requires a deeper understanding of the product complaint process, the ability enter and resolve or close the complaint, and a broader understanding of individual roles within the department and other collaborative duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Handle the product complaint process/WebCycle/SAP and close out tasks in a timely manner.


• Act as a senior member of the Resolutions Team to enter, monitor and resolve product complaints in accordance with the standard resolution process.


• Work optimally with all internal and external customers (Manufacturing, Lab, Sales, Tech Services as well as Tremco CPG Distributors) to ensure timely and efficient responses as well as a proper resolution to complaints and the distribution of appropriate reports with summaries and conclusions.


• Provide technical support for Tremco CPG product lines, making technically accurate recommendations to internal and external product line/application inquiries from Sales Department, architects, engineers, contractors, specifiers, etc.


• Answer advanced level inquiries through Tech Services Mailbox and HubSpot


• Maintain a general understanding and ability to communicate results of Project Testing methods/techniques - ASTM C794 (Tab Adhesion-and-Peel), ASTM C1193 (Tab Adhesion), ASTM C1248 (Stain) & ASTM C1087 (Compatibility).


• Provide support to Analytical Testing as it relates to product complaints and communicate findings.


• Make technically accurate recommendations to internal and external product line/application inquiries from Sales Department, architects, engineers, contractors, specifiers, etc.


• Provide cross-functional skill set support to Tech Service team.


• Speak/write proficiently with respect to product usage, competitive product analysis, the Tremco website, product specification, product repairs and problems.


• Assist with on- and off-site hands on training events (Quality Applicator Program QAP, Sales Training, etc.) and arranging product deliveries.


• Assist with the development of Technical Bulletins, Application Instructions, Tech Data, Marketing collateral or white papers.


• Provide back-up for the creation of purchase orders for the Technical Service Department using company assigned programs such as ReadSoft and SAP.


• Assist Tech Service Representatives on special projects as requested.

EDUCATION

• High School Diploma or GED required.


• Bachelor’s degree in Science, Engineering, Construction Management or similar field preferred.

EXPERIENCE

• 2-4 years Technical Service, Construction Management, Customer Service or similar experience

OTHER SKILLS AND ABILITIES:

• General knowledge of Tremco's product line, website navigation, SAP knowledge, WebCycles and purchase order creation.


• Advanced understanding of industry terminology & nomenclature

All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.