Commercial Techline Representative
Armstrong Flooring, Inc., United States
Job Description
Our Commercial Techline Representatives develop and improve the knowledge, skills, and productivity of our Customer Service Representatives. You will drive customer commitments while maintaining a high level of efficiency, a reduction in variation in service levels, and focus on cost minimization as it relates to staffing requirements to meet service level goals and metrics. This position reports to the Customer Service Supervisor and the hours are 8 am - 4:30 pm.
Location: U.S. - 100% remote work
Commercial Techline Representative Salary: $45,000 - $80,000, based on experience (Gr. 7/8/9)
How you’ll contribute to the team:
- Develop solutions for non-standard flooring, installation and maintenance issues that may arise
- Provide site specific installation and maintenance recommendations and best practices
- Provide field support for installation and maintenance, as needed
- Serve as back-up for field Technical Service Managers, as it to relates to warranty services
- Conduct warranty assessments on both commercial and residential claims
- Participates and drives product and installation initiatives with New Product Development, Marketing, Product Management
- Collect and analyze trending issues and opportunities through Voice of Customer feedback and observations for Armstrong Flooring’s customers, primarily contractors, builders, architects, specifiers, building owners and distributors
- Engage with Marketing, New Product Development (NPD), Product Managers, Field Sales, Sales Leadership, Installation, and Technical Service Managers as the Subject Matter Expert to consult and advise customers on technical issues
- Be the technical expert and customer voice during NPD Stage gate and Product Safety Data Review meetings
- Evaluate and develop training content and plans for internal and external customers based on input from Marketing, Sales, Product Management, and external customers
- Assess samples and photos to determine warranty coverage
- Train others on defect assessment
- Use multiple sources of information to answer technical questions for internal and external customers on subjects such as acoustics, building codes and standards, fire-resistance, light reflectance, installation and LEED requirements
- Initiate and champion process improvement efforts that impact department as well as external customers
- Evaluate approaches or solutions to issues and links them to overall processes and strategies
- 25% travel
Requirements
What you'll bring to the table:
- High school diploma or equivalent
- 2+ years of Customer Service experience, preferably in a call center environment
- An understanding of the construction process life cycle and players
- Previously demonstrated interaction with architects, designers, distributors, or contractors
We'll be excited if you have:
- Associate’s degree or Bachelor’s degree
- SAP, AS400, SalesForce experience
- Ability to read blue print drawings and knowledge of fire codes
Benefits
You’ll see it in the vibrant colors of your school hallway, doctors and nurses will walk it while caring for your loved ones, your family will gather on it while creating everlasting memories. We are North America’s #1 producer of resilient flooring products and our mission is to inspire great spaces.
That’s us. That’s Armstrong Flooring.
Community amp; Philanthropy: We have a heritage of investing millions of dollars in programs that enhance the neighborhoods where we live and work. Additionally, we’re proud that our employees regularly and willingly give of their time and talents to support the efforts of local organizations.
Sustainability: Armstrong Flooring has a long-standing reputation for sustainable innovation, starting with using cork waste to make linoleum floors over 100 years ago. We continue to develop products that have lower environmental footprints, and in some cases, reduce the environmental footprints of the buildings where they are installed.
DEVELOPMENT
At Armstrong Flooring, every employee has a development plan and discussions around career growth. We have many employees with diverse backgrounds and career paths. We offer the following opportunities which promote a growth culture:
- Certifications
- On-the-Job training
- Tuition reimbursement
- Instructor-led amp; online courses
- Job shadowing
- Cross-functional team projects
BENEFITS
- Choice of competitive Medical, Dental and Vision plans - effective Day 1 of employment
- 401k with company match
- Health Savings amp; Flexible