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 ECO’s, NCR’s, and CAR’s 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 can’t 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.
