Technical Product Resolution Specialist

General Purpose Of The Job

The Technical Product Resolutions Specialist provides coordination and administrative assistance pertaining to the Product Complaint & Resolution Process or Warranty Service Requests (Warranty Portal) and works with internal and external customers to quickly and accurately resolve product quality and product application complaints in accordance with ISO standards and/or established guidelines.

Essential Duties & Responsibilities

• Initialize complaints, assign tasks to cross functional team, (Technical Service, Sales, Research and Development, Distribution, Manufacturing, Product Management, etc.) and follow up to ensure complaints are resolved in accordance to established processes and ISO standards.
• Develop and maintain an understanding of SAP and product complaint transactions and/or Warranty Service Requests (Warranty Portal).
• Coordinate analytical testing with Sales, Technical Application Specialists and Laboratory Analysts as it relates to the Product Complaint and Resolutions Process.
• Assist with training on the Product Complaint & Resolution Process and/or Warranty Service Requests (Warranty Portal) for both internal and external customers.
• Meet regularly with cross-functional teams (Manufacturing, Quality and Technical Teams) to review Product Complaint trends and current open complaints for all Tremco CPG product lines.
• Update Product Complaint Manual in accordance with our ISO standards and/or established guidelines.
• Place product orders, track and provide follow-up for the Technical Service Department (certification testing, field trials and project testing, etc.).
• Answer inquiries via telephone, e-mail and/or text from internal and external customers regarding all Tremco CPG product complaints along with inquiries from Architects, Engineers, Contractors, Tremco Sales Reps, Distributors and Homeowners regarding all Tremco CPG products.
• Act as back up support for the Technical Resource Center.
• Assist team on special projects and assignments as needed.