Job Summary:

The objective of the Product Support Technician is to assist with the promotion of technical education, training, and technical support for HPS Schönox products. The individual in this role must gain a full understanding of Schönox products, technical enhancements and applications, and market competitive products. The primary responsibilities of this role include assisting with technical training at the Florence Support Center, providing field technical support to Schönox HPS North America Regional Business Managers (“RBM”) and Technical Sales Representatives (“TSR”), supporting product demonstrations with flooring installers, contractors, distributors, and general contractors, and delivering job site support for Schönox HPS North America, LLC (“HPS”).

Essential Duties and Responsibilities:

• Assist with technical training at the HPS Support Center
  • Collaborate with the Sales Operations and Technical teams to help organize and set up all HPS technical training for Schönox products.
  • Actively engage in classroom instruction and hands-on training of Schönox products for installers, contractors, general contractors, customers, etc.
  • Support the training of newly hired HPS Sales Professionals on product knowledge and the correct application of Schönox products.
  • Demonstrate excellent mechanical and hands-on skills in mixing and applying Schönox products with the ability to operate power and non-power tools and equipment to build samples.
• Function in a collaborative capacity for professional technical support and communications
  • Ensure that proper communication is funneled upward to Technical Management, Executive Management, and Schönox G
  • Work with HPS RBM/TSRs continually to provide product and installation solutions to maximize sales.
  • Handle daily technical-related phone calls and provide technical support internally and externally.
  • Deliver on-site support for product installations and claims management.
  • Participate in Technical and Sales development programs.
  • Comprehend and maintain an understanding of Technical Data Sheets, project-specific recommendations, and job-specific warranties.
  • Assist in writing and updating technical literature and product development as required.
• Provide technical support to Distributor Partners and overall industry needs
  • Partner with other HPS Technical Team Members to present on-site product demonstrations, application training, and technical product support to Distribution Partners, HPS Customers, and others within the industry.
• Work in a team setting to reach all proposed technical goals
  • Practice strong communication abilities demonstrating excellent written and verbal skills.
  • Contribute to the team effort by accomplishing related results as needed.
  • Maintain accountability for customer relations on behalf of the company.
  • Display positive company leadership, communication, and interpersonal and customer service skills.

Qualifications/Requirements:

• Possess strong knowledge of company products and a broad understanding of the flooring industry, as well as maintain a keen sense of competitive awareness.
• Retain the confidence and ability to train product users on a one-on-one basis and provide group presentations and seminars.
• Establish the ability to make technical recommendations and provide solutions.
• Demonstrate the ability to work independently and with minimal supervision. Must possess a high level of motivation and strong business integrity.
• Exhibit excellent mechanical and hands-on skills, and the ability to operate power and non-power tools.
• Must be able to travel up to 60% of the time, including some overnight stays. Travel requirements may be short-notice and will include weekend travel on occasion.
• Keys to this role include the abilities of conflict resolution, emotional intelligence, and building relationships, as well as listening and problem-solving skills.

Education/Experience:

A minimum of 2-3 years of concrete and/or flooring experience is required. Experience using adhesives, self-leveling, under tile waterproofing, and moisture mitigation products for commercial and residential use is highly preferred. Technical and customer support experience is also beneficial. Must possess a valid driver’s license and clean driving record. Must be proficient in Microsoft Office Suite including Word, Excel, PowerPoint, and Outlook.

Physical Demands:

The physical requirements of this position involve heavy work where the worker exerts physical activity most of the time. Physical demands include occasional balancing, crawling, and feeling; frequent climbing, stooping, kneeling, crouching, pushing, pulling, grasping, and repetitive motion; continuous reaching, standing, walking, lifting, talking, hearing, fingering/handling, and close visual acuity. Must be able to lift and carry 55-pound bags of product.

Work Location/Environmental Condition:

This position is based out of a home office and will require travel throughout the U.S. The conditions of this job are subject to both inside and outside adverse environmental conditions and the worker can be exposed to a variety of hazardous physical conditions.

Disclaimer:

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.