Product Support Technician

Position Summary
Provides product support for homeowners contractors utility personnel and others. Develops technical documentation and training curriculum. Communicates sales and technical information to customers. Performs other sales and support duties designed to maintain and enhance customer relations as time permits.

Steffes Core Values
Trust: We promote growth and long-term success by making wise decisions with trust as an essential component.
Respect: We unleash creative talents of our diverse workforce by treating each other the way we would like to be treated.
Teamwork: We believe people achieve much more by working together.
Integrity: We follow through and keep our word while being open honest ethical and fair.
Safety: We view our co-workers as family members of our business and strive to ensure safety for all.
Humility: We recognize and appreciate strengths and contributions beyond ones self. We are modest genuine and authentic.

Key Responsibilities
1. Providing technical support to homeowners contractors and other customers.
2. Handle customer problems/complaints via phone email or other necessary means.
3. Develop resources to aid in the installation and troubleshooting.
4. Update manuals instructions labels and other supporting documents to communicate complex and technical information to employees and customers.
5. Update and prepare presentations and other training materials for product training sessions.
6. Draft ECOs NCRs and CARs as needed.
7. Run reports on technical calls and warranty information as needed.
8. Poll customers concerning product satisfaction.
9. Assist with sales and customer service duties as time permits.
10. Maintain a positive work atmosphere by acting and communicating in collaborative manner with customers suppliers co-workers and management.
11. Helps company meet its Strategic Quality and Safety objectives.
12. Other duties may be assigned.

Core Expectations
Customer Service - Demonstrate excellent customer service and display a positive attitude and behavior consistent with the Steffes Code of Conduct and Core Values.
Environmental Health Safety (EHS) Perform work in compliance with EHS training and identified procedures/standard work. Report any EHS incident or concern to your supervisor immediately. Cooperate and contribute to the overall success of the EHS program.
Quality Participate in job-specific training. Complete work as indicated by standard work processes and/or procedures. If your work cant be completed as required notify your supervisor immediately for guidance.
Conduct - Demonstrate and support the Steffes Code of Conduct.
Policies and Procedures - Demonstrate and support Steffes Policies and Procedures by:
o Using tact sound judgement and maintaining a professional attitude in communication and relationships with others.
o Striving to deliver the best quality in daily work.
o Promoting a positive image of Steffes and its products.
o Being timely and punctual in attendance and following all policies and procedures.

Job Requirements/Qualifications
Associates Degree in a related field or at least 3 years of work experience
Must possess great communication skills

Functional & Cognitive Requirements of Position
This position requires walking sitting or standing to a significant degree.
Must have the ability to lift 50 pounds from floor to waist carry 50 pounds and push and/or pull up to 20 pounds.
Must have the ability to climb ladders and/or stairs.
Stooping crouching kneeling and bending.
Handling feeling and gripping would be required for some activities.
Visual acuity is required to inspect work completed.
This role may be subject to internal and external environmental conditions.
Learn new tasks remember processes maintain focus complete tasks independently make timely decisions in the context of a workflow ability to communicate with visitors ability to complete tasks in situations that have a speed or productivity quota.

Required Experience:

IC