Field Tech Specialist

PURPOSE OF THE JOB

The Roofing Product Field Technical Specialist acts as the product and field application technical expert for the business providing roof inspections, technical and application consulting to internal and external customers, training, written product application instructions, and assistance with warranty claim resolution. This individual will work closely with multiple stakeholders including, the Customer Response Team (warranty), science & technology, marketing, legal, sales, manufacturing, and building science. This position supports the Warranty Department and Inspection Team at the World Headquarters.

This role is one of a team of Field Technical Specialists. This role is not region specific and will provide support to the Quality Assurance and Warranty Teams as needed.

Reports to: Roofing Field Technical Manager

JOB RESPONSIBILITIES

Field Inspection

• Provide inspection, evaluation, and documentation of workmanship for projects with Owens Corning workmanship coverage in support of the Platinum & Preferred extended warranties program.
• Conduct on-site roof inspections on warranty claims. Provide thorough documentation and recommendations. Inspections include evaluation of all site condition impacting roof performance including ventilation and general construction quality.
• Review and evaluate inspection reports provided by customers and third-party providers.
• Maintain proper documentation on customer related claims.
• Act as field representative/project manager on major claims.
• In all activities, be safe and be a leader for roof safety practices.

Technical Support

• Provide real time technical assistance to the Customer Solutions Team and call center.
• Author letters & technical bulletins (certification, deviation, application & warranty exceptions).
• Handle incoming technical phone inquiries from customers and sales team.
• Provide technical support to the marketing team for communications, trade shows, and product demonstrations.
• Work with contractors and the customer response team to resolve job-stops and product acceptance issues.
• Author written responses to code officials and customers regarding product use, application, and performance as required.

Training

• Provide technical training to roofing contractors, sales, and customers.
• Develop presentations and curriculum focused on technical product and field application.
• Conduct hands-on product application training for sales, business leaders, suppliers, contractors, customer service, & customer solutions teams.

New Product Development

• Provide input on new product development and product applications to ensure that new products can be properly and easily installed in the field.
• Write application instructions for new products and systems.

JOB REQUIREMENTS

Minimum Qualifications:

• High School Diploma, Technical Degree (Engineering, Sciences or Architecture) preferred but not required.
• Must be able to lift a minimum of 50 pounds and have the ability to carry a ladder.
• Ability to safely access steep-slope roofs for inspection and/or forensic analysis.
• Ability to travel up to 75% of the time. Travel will be required within the U.S. and Canada

Experience:

• Bi-lingual Fluent in Spanish preferred.
• 5 Years in the Steep Slope roofing industry – Preference is given to those with direct experience/knowledge of asphalt shingle installation and prescribed good roofing practices, or substantial technical service experience in commercial roofing applications.
• Strong knowledge of building codes and requirements is desired.
• Contractor’s License or technical code driven training preferred.
• Knowledge of low-slope roofing practices, installation, and detailing is desired.
• Building materials industry knowledge – current with industry trends and the likely direction that codes and standards are moving toward for existing and new technology offerings.
• Experience in inspection of roofing warranty claims/quality assurance and written reports.

Knowledge, Skills & Abilities:

• Customer Orientation: Has an external (outside-in) orientation and understanding that all business opportunities start with knowledge of how to create value for a customer.
• Self-starter: Able to engage and execute work streams in an independent fashion with broad guidance and latitude.
• Adaptability: Able to respond quickly to the demands of the moment. A flexible person who can stay productive when the demands of work pull in many different directions at once. Maintains effectiveness in a variety of environments.
• Communication: Clearly conveys relevant information and ideas with confidence and in a manner that inspires the audience and ensures there is an understanding of the message. Seeks to understand others through active listening. Able to drive to resolution in conflict situations.
• Judgment: Able to serve the needs of the customer while protecting Owens Corning interests through the application of technical knowledge and judgment. Knows when to engage others to resolve issues.

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