Technical Support Specialist

2 weeks ago

Steinbach, Canada Loewen Windows and Doors Full time

Loewen Windows and Doors is the leading manufacturer of premium windows and doors for the luxury architectural market in North America and abroad. In addition to proudly handcrafting enduring products that enhance beautiful architecture, we are an innovative organization that has evolved into a design-driven, technologically advanced company of the modern age. Our products are beautiful, and they are built to last through higher standards and authentic materials.

**Video - More Than A Window**

Loewen's Field Service team is currently seeking a Technical Support Specialist to join our team. In this role, you will provide support, knowledge and resources for a superior customer service experience. The position requires in depth Loewen product and parts knowledge as well as a comprehensive understanding of the fenestration industry, certified installation techniques and a detailed understanding of product capabilities and performance.

**In this role you will**:

- Provide technical support to Customer Service Advisors and Service Technicians.
- Provide parts identification support to customers and Customer Service Advisors and Service Technicians.
- Create instructional documents and videos as required for review and approval.
- Provide approved documents and videos to customers, Customer Service Advisors and Service Technicians to help solve field issues.
- Schedule and coordinate site service and installation training services when required.
- Create out of box solutions for review and approval when needed.
- Review ECN documents to determine service impact when requested and provide feedback.
- Identify and suggest product changes needing to go through the ECN process as they arise.
- Maintain proactive and consistent communication with customers, peers and leadership.
- Develop training material for dealer training program in accordance with leadership guidance.
- Provide training presentations and instruction for in-house training sessions.
- Other projects, tasks and duties as assigned.

**What you will bring**:

- Diverse window and door product knowledge and experience.
- Ability to interface professionally with customers and develop solid relationships.
- Effective solution-based problem-solving skills.
- Solid planning and organizational skills and ability handle competing tasks.
- Ability to handle conflict and seek effective outcomes.
- Willingness and motivation to learn.
- Comfortable providing training to groups of 10-20 people.
- Effective computer skills required using Microsoft Office.
- Ability to compose professional written correspondence.

**Why work at Loewen?**

We have a culture where diversity is valued and where you have the opportunity to make a difference. We support you and your career by providing valuable tools, education, and development opportunities that allow you to grow and succeed with us. Together we share a passion for design, precision craftsmanship and relationships as we achieve our vision to be the world’s leading supplier of luxury windows and doors.

Loewen offers a competitive compensation/benefits package and is an equal opportunity employer and values diversity in our company.

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