Technical Support Leader

Description

Job Description
Technical Support Leader-Roofing Products

OMG Inc. is a leading manufacturer of fastening products and technologies for the commercial roofing and other construction industries worldwide. Based in Massachusetts, with manufacturing facilities in Agawam, MA, Addison, IL, Asheville, NC, and Rockford, MN, OMG is an equal opportunity employer valuing integrity, teamwork, diversity, trust, respect, communication, accountability, proactive performance and a passion for excellence!

Opportunity

The OMG Roofing team develops and delivers innovative products and installation tools that improve roofing contractor productivity and roof system performance. The Technical Support Leader is responsible with their team for supporting response to technical questions, troubleshooting product performance and application challenges, broadening the technical knowledge of our inside and outside sales teams, and providing technical product and applications support for our New Product Development Team. The Technical Support Leader is a resource our customers rely upon to deliver accurate guidance and recommendations for the applications we serve.

Responsibilities

Promote Safety as the number one priority of OMG.
Lead a small team, including manage the day-to-day activities, develop, and implement a timeline to achieve targets, and delegate tasks to the team member.
Ensure all technical communication is timely, accurate, consistent, and supported with data.
Provide our customers with technical product knowledge for installation and/or roof inspection.
Ensure the Product Management and Marketing teams have necessary data of existing products to maintain and update media related to technical specifications and product performance.
Support the Product Managers to deliver the technical support required to compete in the marketplace effectively.
Support in-house and outside testing programs of existing roofing products to strengthen OMG?s technical and applications knowledge for those products.
Support the New Product Development Team with a solid technical understanding of the roofing application and develop close relationships with our end-users to gain insight and identify unmet needs or gaps in the market.
Develop and implement a structured system of communication and resolution designed to address customer technical questions and product performance challenges.
Utilize Customer Response System to identify and analyze product performance trends that could help avoid future product liability issues and improve customer satisfaction.
Perform other tasks as assigned.

Requirements

Bachelor?s Degree (Mechanical or Civil Engineering preferred) or combination of relevant education and experience.
Excellent oral and written communication skills.
Strong organizational skills and attention to detail.
Demonstrated success in a customer service environment.
Experience supporting a field sales team in a technical capacity a plus.
Basic construction aptitude. Any hands-on and/or roofing experience a plus!
Computer literate
Ability to walk, stand, stoop, kneel, crouch, crawl, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance; and regularly lift and move up to 35 pounds.
Good close vision and depth perception skills.
Ability to travel as warranted by the workload, could be up to 35% of the time.