Purpose of the Position:
Provide superior service when answering customer questions in verbal and written form, record specific information about calls create internal pre-recorded webinars, assist with product development, review technical correspondence including letters, warranties, bulletins/specifications and technical data sheets/packaging.
Essential Duties and Responsibilities:
Field technical inquiries by phone, email, live chat, and other electronic means received at corporate headquarters.
Support the functions of the Strategic Marketing and Research & Development departments.
Help grow the business by assisting the Sales force
Educate other departments on the use of MAPEI products through pre-recorded webinars.
Enter certain types of data, as directed, into a customer relationship management system.
Review and assist with written technical recommendations.
Resolve customer complaints, process goodwill settlements according to current limit and direct claims to appropriate personnel.
Review and make recommendations on technical data sheets/packaging when requested.
Evaluate and provide feedback on new products prior to launch through hands-on application work as assigned.
Represent MAPEI on Technical committees as assigned.
Attend seminars and participate in external training on a limited basis.
Conform with and abide by all regulations, policies, work procedures, safety rules and instructions.
Perform other duties as required.