Job Description

We are looking for a Technical Support Specialist to serve as a key technical resource for our customers and external partners. In this role, you will provide expert guidance on flooring systems and flooring adhesive products and act as a primary technical contact for installers, distributors, architects, specifiers, and internal teams. You will deliver accurate, timely, and professional technical support while upholding the company’s quality, safety, and brand standards.

What You’ll Do

• Respond to technical inquiries related to flooring adhesives, installation systems, and associated products.
• Troubleshoot product and installation issues using structured problem-solving and diagnostic techniques.
• Document customer interactions and manage cases within the case management system.
• Resolve technical issues efficiently and escalate complex cases to Area Technical Managers, Quality, R&D, or EHS as needed.
• Collect and manage customer claims, coordinating corrective actions such as replacements, credits, or refunds.
• Support quality events or recalls through customer communication and established procedures.
• Maintain strong technical knowledge of current and legacy products, application methods, warranties, and industry standards.
• Collaborate with Sales, Quality, Manufacturing, and R&D teams to support customer satisfaction and continuous improvement.
• Ensure compliance with Environmental, Health, and Safety (EHS) requirements and company policies.
• Provide backup support to the Technical Support team during peak periods.

What We’re Looking For

• Experience in technical support, flooring, construction materials, or a related industry preferred
• Strong problem-solving, communication, and documentation skills
• Ability to explain technical information clearly to diverse audiences
• Customer-focused mindset with attention to detail

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