JOB DESCRIPTION
The Product Support Specialist partners closely with the Customer Service leadership team and acts as a key technical resource for both internal teams and external partners. This role supports customers, installers, designers, distributors, and end users by delivering expert guidance across the company’s flooring systems and adhesive solutions.
This position focuses on technical problem-solving, product guidance, and issue resolution related to flooring installations, including materials performance, application methods, site conditions, warranties, and quality concerns.
PRIMARY RESPONSIBILITIES
- Product Technical Support & Issue Resolution:
- Respond to incoming technical questions related to flooring installation systems and adhesive products
- Serve as a technical resource for internal departments and external partners throughout the installation lifecycle
- Promote and follow all applicable Environmental, Health, and Safety (EHS) policies and procedures
- Claims & Field Issue Management:
- Gather, review, and document claim details including jobsite conditions, installation practices, substrate information, and product usage
- Route complex issues or field investigations to the appropriate regional technical representative
- Carry out approved resolutions such as material replacement, credits, refunds, or alternative corrective actions
- Track active cases and drive timely closure within established resolution timelines
- Assist with product quality initiatives, including recalls or corrective action programs, as needed
- Product Knowledge & Technical Expertise:
- Maintain strong working knowledge of current and legacy adhesive and flooring-related products
- Stay informed on industry standards, competitive offerings, and market trends within construction materials
- Provide accurate guidance on application requirements, technical data, performance expectations, warranties, and distribution pathways
- Identify recurring trends or field feedback and communicate opportunities for product or process improvement
- Support updates to technical materials such as installation guides, labels, packaging, and data sheets
REQUIRED SKILLS AND EXPERIENCE
- Associate’s or Bachelor’s degree required
- At least five (5) years of experience in a technical support, customer-facing, or sales-related role within a manufacturing environment
- Experience within flooring, construction products, or adhesives is strongly preferred
- Strong proficiency with Microsoft Office and Windows-based systems
NICE TO HAVE SKILLS AND EXPERIENCE
- Bachelor’s degree in Chemistry, Engineering, Business, Sales, or Marketing
- Ability to communicate in Spanish or French Canadian is a plus
