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Senior Product Support Specialist in Solon, OH at ITW Polymers and Fluids

Date Posted: 1/3/2019

Job Snapshot

  • Employee Type:
  • Location:
    Solon, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Open Position Posting

We are presently seeking candidates for a Senior Product Support Specialist to join our Solon, OH Innovation & Technical Services team. This is a salary exempt position with normal hours of Monday-Friday 8:00am-5:00pm with a one-hour lunch.

The Senior Product Support Specialist is a primary point of contact for end users of Permatex products. He/She is principally responsible for receiving, assessing and responding to all customer inquiries regarding product education, selection, application, & complaints. This role is critical in reinforcing the company’s leading market position by helping develop and implement training materials and programs for our retail and distribution partners. This position, reporting to the Sr. Product & Innovation Manager, also gathers and reports key information that helps improve our products, improve our packaging, identify new product ideas and new uncover new market opportunities. It is an ideal entry level role for a candidate willing to learn the business and position themselves for subsequent opportunities.

  • Responsibilities will include but not be limited to the following:
    • Provides technical support to automotive mechanics, enthusiasts, countermen & distributors to advise on proper material selection for specific applications
    • Preparation and review of technical marketing documents/ literature to support the Brand Marketing & Product Management teams.
    • Responds to inquiries from internal or external customers, takes action & escalates issues according to company practices
    • Documents & reports all product issues and complaints
    • Works with Product Management & Innovation team to identify and resolve product issues and highlight opportunities for new products based on end user feedback
    • Keeps abreast of market trends and changes to identify / suggest New Product Initiatives for evaluation
    • Works collaboratively with Customer Service group to share information and improve communication and process execution

  • Basic Qualifications:
    • Associate/Technical degree and/or ASE Mechanic Certification (degree required for future advancement)
    • Minimum of three (3) years in a Technical Services, Customer Service or Product Support role.
    • Fluent English (Bi-lingual desirable)
    • Solid understanding and hands-on experience in automotive mechanics, automotive chemistry and/or adjacent industries (Industrial/Construction).

  • Preferred Qualifications:
    • Bachelor’s degree from an accredited college / university
    • Strong Microsoft Office skills
    • Minimum one (1) year experience with contact management systems
    • Strong interpersonal skills
    • Excellent written / oral communication ability
    • Must be able to work independently and adapt readily to change
    • Possesses systems aptitude and analytical skills
    • Ability to establish positive relationships with all internal teams

ITW Permatex is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.