Product Support Specialist

ABOUT THE COMPANY

We’re a leading innovator in high-performance metal roofing and seamless gutter systems—products engineered not only to stand up to the harshest elements but also to deliver energy efficiency and elevate the aesthetic of any structure. Since 1980, we’ve reimagined how metal can shape the look and performance of buildings, turning practical protection into architectural beauty.

Our passion lies in helping contractors, architects, and homeowners unlock the full potential of metal—through bold colors, smart energy-saving technologies, and long-lasting durability. With a strong presence across the Western U.S. and Hawaii, we've earned a reputation for quality, innovation, and unwavering support. If you're inspired by craftsmanship, creativity, and making a visible impact, this is where your next career chapter begins.

COMPANY INFORMATION

• Currently 125-150 employees
• Irving, TX 75038 (Office based)

CORE VALUES

• Currently focus on building a culture that rewards performance, delivers results, and executes on its value proposition.

JOB DESCRIPTION

The Product Support Specialist is not just a point of contact; they are a committed partner in success. With extensive technical expertise in metal building products, they are equipped to provide unparalleled support tailored to meet the unique needs of our valued contractors and installers.

Their exceptional communication skills ensure that every interaction enhances the customer experience, paving the way for a smooth and seamless customer journey.

ESSENTIAL JOB FUNCTIONS

• Build Relationships. Handle incoming calls, emails, and inquiries from contractors and installers regarding metal roofing products, installation procedures, and technical specifications. Support contractors with warranty information and claims processing.
• Understand our customers. Maintain regular customer communication regarding order status, shipping updates, and delivery schedules. Document and resolve customer concerns or complaints professionally and efficiently. Maintain accurate customer records and update account information as needed.
• Deliver Results. Process and track orders for metal roofing and gutter materials, ensuring accurate documentation and timely delivery coordination.
• Be an Expert. Assist contractors with product selection by providing detailed information about our metal roofing systems, gutter products, and materials.
• Collaborate with your team. Coordinate with internal teams, including sales, warehouse, and technical support, to ensure customer needs are met.

REQUIREMENTS

• Minimum 2 years of customer service experience, ideally in construction or building materials
• Familiarity with building codes and construction terminology
• Experience in order processing and inventory management systems
• Proficient in Microsoft Office and CRM software, ideally in Hubspot.
• Fluency in English and Spanish (bilingual required)
• Strong math skills
• Excellent communication skills (verbal and written)
• Detail-oriented with strong organizational and multitasking abilities
• Strong problem-solving skills with a customer-first approach
• Self-motivated, results-driven, and entrepreneurial
• Must be humble, hungry, and people-smart, willing to roll up sleeves and take initiative

EDUCATION

High school diploma or equivalent; associate degree preferred

SALARY RANGE

Compensation: $ 45k-80k / year + commission + bonus based on profitability of maintenance customers

 WORKING CONDITIONS

• Monday to Friday – working ours depends on the territory (Western U.S. and Hawaii)
• Work indoors in a standard office environment
• Come in direct contact with clients: contractors and installers.

BENEFITS

• Health insurance – Medical, vision, dental, and life insurance plans are available.
• Disability Insurance – Short-term and long-term coverage.
• PTO 2 weeks + 6 days
• 401k Plan - for saving for your future.
• Professional Development – as needed.

INTERVIEW PROCESS

• Interview with President and the VP of sales.