Product Support Specialist - Automatic Entrances

Position Summary

The Product Support Specialist is the first point of contact to answer telephone calls and/or email inquiries seeking assistance with technical solutions and customer service regarding NABCO Entrance products. This position is responsible for providing support to internal departments and external stakeholders such as Distributors, Company Branches, Dealers and End User customers. This position is the owner of customer concerns, relating to but not limited to answering product questions, troubleshooting, safety recommendations, and documenting concerns until customer resolution is complete.

Essential Functions

• Identify, analyze, and diagnose product concerns providing timely and effective product and/or installation issue resolution
• Assume ownership of the issue with customer interactions in CRM (saleforce.com) and maintain detailed records
• Focus on exceptional customer service which includes patience, empathy, and the ability to stay calm and professional even when dealing with frustrated or upset customers
• Maintain and keep updated on current technical knowledge including all new product releases and tools that support NABCO Entrance products
• Drive goals through individual metrics with a strong understanding of the fit within the department and team Key Performance Indicators (KPI) goals
• Display a professional attitude with high energy levels and proactive approach to the job
• Develop relationships with customers and use product and process knowledge to provide an exceptional customer experience
• Communicate effectively with team members from different departments
• Manage multiple priorities without compromising effectiveness, time management, and quality
• Other duties as assigned

Knowledge, Skills and Abilities

• Computer skills along with proficiency in Microsoft Excel, MS Word, PDF software and SharePoint
• Knowledge of the building construction trade
• Customer service skills with ability to communicate effectively across different customer skill levels
• Possess strong organizational and exceptional written communication/technical writing skills with attention to details
• Troubleshooting with ability to problem solve, apply critical thinking and analysis
• Highly adaptable to a dynamic work environment
• Ability to perform multiple tasks simultaneously and remain calm under pressure
• Comfortable assisting customers remotely via phone, email, etc.

Education, Training, Experience

• Electrical (AC / DC circuit) or Mechanical Diploma or equivalent certification preferred
• Manufacturing process with distributor relationship/service experience required
• Previous customer service experience required
• SAP and Salesforce experience preferred
• Strong command of the English
• Bilingual in Spanish or French is a bonus

Working Conditions and Physical Demands

Extended periods of sitting and working at a computer are required, with rare exposure to the factory. Typical office equipment such as a computer, laptop, and phone are used. May be noisy due to proximity to factory. This position may require rare exposure to the factory, which includes extreme weather conditions; noisy, dusty, and dirty environments; and motorized equipment that pose potential safety hazards. Reaching above shoulder height and below the waist, as well as lifting to 50 lbs. is occasionally required. Proper safety procedures, lifting techniques, and personal protective equipment guidelines are always to be followed. This position may require shifting start and stop times to support multiple time zones.