Commercial Technical Support Specialist

POSITION SUMMARY:

The Technical Support Specialist works with the Dealer Network to troubleshoot, diagnose, and repair service requests. This position reports to the Technical Support Specialist Team Leader and is based onsite full-time out of Dahlonega, GA.

Performance-Based Accountabilities

Technical Support & Customer Experience

• Resolve technical service issues on first contact or within 24 hours, using phone, email, remote, or on-site support.
• Maintain a customer satisfaction score of 95% or higher, based on post-service feedback.
• Respond to all service requests coordinate follow-up actions.
• Conduct on-site troubleshooting that results in permanent issue resolution and minimizes repeat service visits.

Service Execution & Documentation

• Document service visits and actions accurately and timely within the service tracking system.
• Ensure all materials required for service calls are ordered and delivered with 100% accuracy and without response delays.
• Identify recurring service issues and recommend corrective actions to reduce future service demand.

Product & Process Improvement

• Participate in product field testing to validate functionality, installation feasibility, and usability.
• Provide actionable feedback to engineering, product, and training teams based on field observations.
• Support the continuous improvement of technical documentation, service processes, and training materials.

Project & Crew Management

• Serve as Project Manager for all contracted installation crews, ensuring work is completed to scope, schedule, and quality expectations.
• Develop and maintain short-term and long-term project plans, including milestones, resource needs, and logistics.
• Track project costs and budget items to ensure projects are completed at or below projected targets.
• Identify, assess, and mitigate project risks while performing quality control on installation and service processes.
• Provide regular project updates with clear focus on strategy, adjustments, progress, and risks.

Required Qualifications

• High School Diploma or equivalent
• Demonstrated experience in technical support, field service, or a related role
• Construction or field service experience strongly preferred
• Strong verbal and written communication skills
• Proven ability to manage time, priorities, and multiple projects independently
• Strong analytical and problem-solving skills with attention to detail
• Ability to work effectively in a fast-paced, customer-focused environment

Travel Requirements

• Ability and willingness to travel frequently, including regional and national air travel - 50% overnight travel
• Valid driver’s license with the ability to rent and operate a vehicle for field and project support assignments

The annual salary for this position ranges from $60,000 - $70,000.

Following The AZEK Company's acquisition by James Hardie, we remain committed to providing a fair and equitable employment experience for all candidates.

James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.

James Hardie will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies.

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.

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