What are the responsibilities and job description for the Technical Support Consultant position at C Hager & Sons Hinge MFG CO?
Duties/Responsibilities:
· Provide technical product support to distribution partners, end users, and internal sales teams via phone, email, and chat.
· Act as a technical liaison between Sales & Marketing, Customer Service, architects, owners, contract distributors, and other channel partners.
· Develop and maintain technical documentation including bulletins, installation instructions, and other support materials for use in catalogs and on the Hager website.
· Recommend and develop technical content for use by sales and customer service staff.
· Process product quality claims, coordinate replacement orders, and manage inspections of returned merchandise (RMAs).
· Provide competitive product cross-referencing using catalogs and websites to identify the closest Hager equivalent.
· Support Customer Service Coordinators by addressing order-related technical questions and assisting with escalated customer inquiries.
· Create quotes for modified or custom hardware solutions, including competitive product matching.
· Input keying requirements for basic key systems, including keyed-alike and master key systems.