ICP · 2 days ago
Product Support Specialist, Specialty Coatings and Paint
Andover, MA
Full-time
Onsite
Mid, Senior Level
$75K/yr - $90K/yr
5+ years expICP Group is a leading formulator and manufacturer of specialty coatings, adhesives, and sealants. They are seeking a Product Support Specialist to address technical issues, provide product training, and support new product development and introduction activities.
Information Technology
Responsibilities
Answer product application questions on a daily basis
Address technical complaints referred by marketing, sales or customer service
Investigate complaints to determine root cause
Communicate root cause results verbally and in a formal reports to appropriate internal personnel
Interact with customers to satisfy their issues while protecting ICP’s interests
Visit customer sites as required to troubleshoot issues
Prioritize and drive actions necessary to drive root cause determination and to address issues identified in root cause analyses
Interact with suppliers, customers, customer service, sales and production staff to assure customer satisfaction and complaint resolution
Serve as a key voice in the establishment of new product performance requirements
Serve as a primary stakeholder in establishing new product development priorities
Coordinate competitive product benchmarking activities
Coordinate training for both new and existing products
Lead the market introduction activities for new products
Actively contribute to the development of the product roadmap
Maintain electronic records of all work
Contribute to the monthly tracking and categorization of customer complaints
Prioritize and coordinate the needs of customers, marketing, sales and customer service in managing how time on the job is utilized
Maintain a clean and safe work environment
Follow ICP Construction policies
Complete any additional assignments as directed
Report to the Technical Service & New Product Support Manager - Construction
Other duties assigned by Gardner-Gibson Sales management team
Qualification
Required
5+ years of experience in architectural paints and coatings or a related field
Have general coatings knowledge and/or experience in the paint and coatings industry
Substrate and surface preparation
Paint preparation and mixing methods
Application techniques and applicator materials
Aptitude in using appropriate tools
Basic knowledge of spray equipment and operation
Understand how to read and interpret Technical Data Sheets
Experience in dealing directly with customers
Conscientious with great attention to detail
Excellent listening and verbal communication skills
Telephone skills
Ability to ask questions and gather information from customers needed to be able to diagnose issues effectively
Ability to teach and train others on technical details
E-mail and technical report writing skills
Computer Skills - working knowledge and experience using MS Office Suite
Problem solving skills including experience in investigating and resolving technical issues
Track record of driving results with an appropriate sense of urgency
Ability to travel locally (driving) and nationally
Ability to work in and around an industrial laboratory setting
Excellent Time Management: use time management skills to prioritize customer calls and quickly address all customer tech inquiries
Detail orientation and ability to follow standard operating procedures
Commitment to safety
Willingness to follow prescribed policies & procedures
Ability to make decisions based on data
Recognizes personal strengths and weaknesses and comfortable drawing on the strengths of others to deliver results
Eager teacher and continuous learner
Benefits
Annual bonus eligible
Progressive paid time off policy that empowers you to take the time you need to recharge
401K Employer contribution plan, with eligibility the first of the month following 90 days of employment
Excellent health, dental and vision insurance packages to fit your needs
A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution
Company
ICP
ICP, Inc. is a recognized industry leader in IT product, deployment, integration, and support services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Michelle Fabozzi
CEO
louis esposito
CIO
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