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Technical Specialist
Job Code:2018-EII-043
Location:Lancaster, PA
Shift:1st Shift
FT/PT Status:Regular Full Time
Schedule:Monday - Friday
  

Job Description:

The Technical Specialist will be responsible for developing installation and maintenance protocols and best practices.  The position will train others on proper installation and maintenance procedures and support on-site installation and maintenance needs. Investigates and gathers information for claims as required. They will provide technical assistance to a variety of customers and end-users in regard to product functionality, performance and maintenance of Ecore International products.  They will provide information, troubleshooting and in some cases on-site/physical assistance concerning the maintenance and/or warranty claims resolution of ecore products.

Principal Duties and Responsibilities:

  • Develop, maintain, and edit Technical Services protocols for customers on proper installation and maintenance methods/techniques of Ecore products
  • Provide on-site and in-house field training for contractors and/or customers on proper installation and maintenance procedures; support on-site installation and maintenance needs
  • Work with the Technical Services team with resolving field complaints, claims and warranty issues from contractors and end users via phone, e-mail or site visits in a timely manner; keep claim database current and accurate
  • At the direction of the Technical Services Director, responsible for in-house testing of related products and systems to include mitigation systems, subfloor prep materials, adhesives, welds, cleaners, cleaning equipment, etc. 
  • Liaison to Manufacturing, QC, Marketing, Sales, and R&D as needed.
  • Works in conjunction with Sales by participating in appropriate client meetings
  • Identification and ownership of opportunities for claims expense reduction including manufacturing issues, quality control, installation issues, warranty verbiage, education and training efforts and sample quality

Requirements:
  • High School Diploma or GED required; Bachelor’s degree in related field of study preferred
  • 5+ years of experience in technical services or project work within construction or resilient flooring industry
  • Strong background in flooring industry, installation support and manufacturing environments
  • Proficiency in concrete slab construction requirements and best practices (including curing, moisture testing, subfloor preparation and moisture mitigation systems)
  • Excellent written and verbal communication skills including the ability to maintain a pleasant professional composure during personally challenging circumstances.  Must possess problem solving skills and good judgment necessary to be able to work through claims with customers in an empathetic manner using proactive thinking skills 
  • Demonstrated aptitude for learning and application of technical knowledge to job site settings
  • Proven ability to interact and communicate effectively with all types of people 
  • Proven ability to build relationships with customers, distributors, sales representatives and partners
  • Ability to travel up to 50% of the time
  • Ability to travel on short notice and have flexible schedule
  • Ability to exert up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects