Technical Support Specialist

Description

Job Description
Technical Support Specialist-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!

Position

OMG?s Roofing Products division is focused on delivering products and services that improve contractor productivity and enhance roofing system performance. Reporting to the Technical Services Manager, the Technical Support Specialist supports the technical team by strengthening our response to in-field technical questions and product performance challenges, broadening the technical product knowledge of our Sales Team and playing a key role on our New Product Development Team!

Responsibilities

Promote Safety as the Number 1 Priority of all OMG employees.
Develop and implement structured system of communication and resolution designed to address customer technical questions and product performance challenges.
Track product issue histories to identify and analyze product performance trends that could help avoid future product liability issues and improve customer satisfaction.
Support Roofing Products Technical Manager by raising the technical product knowledge of the Sales Team, enabling them to respond to common technical questions with greater confidence and accuracy.
Supply the New Product Development Team with a strong technical understanding of the product as well as an understanding of applications or gaps in the market gained by developing key relationships with our end-users.
Generate useful content for products and field applications, such as tool repair walk-throughs, schematics, videos, etc.
Manage field pull test approvals and equipment for outsides sales team

Requirements

High school diploma or equivalent combination of education and work experience; Bachelor?s Degree preferred but not required.
5+ years of experience in construction or product application environment; fastener and specialty tool experience a plus.
Experience supporting field sales team in a technical capacity.
Proficiency with all Microsoft Office products.
Strong organizational skills and attention to detail.
Excellent oral and written communication skills.
Demonstrated success with identifying issues and generating creative solutions, using feedback to modify plans.
Experience developing and executing project plans, communicating changes and progress and completing projects on time and budget.
Demonstrated success contributing as part of a team.
Positive attitude, good judgment and excellent time management skills.
Strong sense of responsibility and ownership.
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/or move up to 35 pounds.
Good close vision and depth perception skills.
Ability to read and interpret documents such as drawings, specifications, operating manuals and compliance materials.
Strong communication skills that result in clear understanding of intended meaning.
Positive attitude, good judgement and excellent time management skills.
Strong sense of responsibility and ownership.