Hunter Douglas is the world's leading manufacturer of window coverings and a major manufacturer of architectural products. We are a brand that you know and trust. With more than 100 years of innovation, we've defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.
We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive. In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued. Our dream is to become the fastest growing, most loved, window covering company in the world. What's yours?
Position Overview
The Sr. Technical Support Specialist provides advanced technical support for all Hunter Douglas products in all relevant business areas and distribution channels, including dealers, installers, consumers, sales teams, and various internal business teams and partners. The Sr. TSS is immersed in the technical product areas of the business to obtain expert-level knowledge of the design, engineering, installation, and functionality of all products and related components in order to provide highly effective advanced support. The specialist in this role will occasionally travel across North America to provide advanced onsite technical support for installation, warranty service, and inspections with the goal of ensuring order and customer success. They also participate in quality improvement and emerging opportunities initiatives. The Sr. Technical Support Specialist works with other advanced technical support team members in Customer Experience and acts as the "end of the line" for resolving the most advanced of technical challenges our customers may experience. As a remote and in-person representative of Hunter Douglas, this role is relied on to create and exemplify world-class support experiences for all our customers. This position acts as an advanced technical support resource for customers, a champion of products and service quality, and an advocate and facilitator of world-class customer
experiences.
What you'll do
Answers incoming calls, emails, chats, and general correspondence to support the customer
base and sales team as necessary. Enters orders, checks order status, processes returns and
repairs, answers product questions, resolves challenges, and supports escalated dealer
product issues as necessary. Provides daily support of technical support queues during peak
intervals and as needed for capacity and to achieve Technical Support team performance goals.
Understands the importance of excellent follow‐up and relentlessly pursues customer
satisfaction by resolving all service requests promptly and to completion. Demonstrates
confidence in their answers and works cross-functionally to resolve technical issues.
Demonstrates a clear understanding of all policies and processes established for the position.
Offers suggestions to improve overall quality, service, and effectiveness.
Effectively communicates with team members, peers, and customers both verbally and in
written form while maintaining an upbeat/positive and resolution-focused attitude. Is effective in
multi‐tasking while maintaining a high degree of accuracy in all aspects of the job.
Learns and utilizes various systems to support the job requirements. Is proficient in SAP,
interaction management systems, online knowledgebase, SalesForce, and other systems. Has
the willingness and aptitude to learn new technologies and follows all established guidelines to
use those systems.
Effectively builds and maintains excellent relationships with both internal and external
customers. Cooperates with team members and contributes to continuous improvement.
Meets or exceeds all department-established primary job responsibilities, goals, and business
objectives as communicated by management.
Provides technical assistance regarding product, installation support, and troubleshooting to
dealers, installers, customer support, and sales staff. Works with the CS management to ensure
proper communication channels are maintained and understands the importance of educating
the staff versus handling issues individually.
Actively supports a technical support phone queue (tier 2/3) as directed by management to field
inbound calls and transfers from customers. Included may also be email/ chat/ text/ social
support from dealers and internal employees.
Properly documents and logs all customer interactions and cases through Salesforce to track
projects and improve communications.
Serves as an active contributor during new product development, product rollouts, and line
extensions for all HDNA functional groups. Aligns with internal leadership and engineering
groups to provide customer/installer/consumer point of view into product support and
development.
Assists in the development of documents and tools to support product education. Included
would be FAQs, troubleshooting guides, repair capabilities and instructions, and more.
Supports out-of-specification product requests and approvals. Works with relevant teams to
update product spec handling and reference content.
Provides product support and troubleshooting training sessions to small, medium and large
internal and external customer groups. Develops training materials, schedules sessions and
conducts feedback communications on training effectiveness. Actively works with and supports
Learning & Development on all aspects of training.
As needed, is willing and able to support onsite/in-field inspections and repairs, product
application and specifications, including measurements and installation installation capabilities.
While rare, some international travel is required to support international customers. Travels
throughout North America to aid in resolving major project challenges up to several times a
month.
Maintains an expert working knowledge of all products and installation techniques. They should
attend installation classes as needed, including obtaining full certification in basic and advanced
installer classes, PowerView Pro, and other related product training offered through Learning &
Development. Maintains an excellent working knowledge of the products, policies, and
procedures.
Ability to work in a constant state of alertness and safe manner.
The position requires regular and predictable attendance.
Employees are held accountable for all duties of this job.
Who you are
Minimum of 5+ years experience in technical product support roles
Experience working cross-functionally to solve customer issues
2-3 years experience preferred in a field services or installation role
An employee in this position, upon appointment, should demonstrate the following:
Adaptability – Ability to perform a variety of tasks and being able to change assignments or
directions on short notice.
Coaching Others - Demonstrates the ability to coach and develop others through effective
support, training, and communication.
Communication – Must be able to express himself or herself clearly and effectively when talking
with customers and colleagues.
Cooperation – Works well with others and takes time to help customers and co-workers achieve
their objectives and goals.
Decision Making and Problem Solving – Identifies problems, gathers data, develops and
assesses alternative courses of action, and makes timely decisions based on logical
assumptions using all available information.
Initiative and Motivation – Actively influences events to achieve Company objectives and goals
and is a self-motivated, self-sufficient, self-starter.
Organization and Independence – Can establish priorities and course of action for managing
multiple tasks and takes action based upon personal conviction and intuition
Planning – Establishes courses of action, allocates resources, uses time efficiently, and is
personally well organized.
Stays Current – Keeps current with the overall Company goals and objectives, competitive
position, and marketplace conditions. Maintains exceptional product, systems, policy, and
program knowledge.
Safety - Understands and complies with all safety procedures and guidelines when working at
plant locations and when in the field performing advanced technical support functions.
What's in it for you?
- Annual base salary range: $28.73
- Bonus target range: 5%
- Generous benefits package including medical, dental, vision, life, disability
- A company culture that prioritizes internal development and professional growth
- Time off with pay
- 401(k) plan with a degree of employer matching
- Paid parental leave
- Wellness programs and product discounts
Please note, all offers presented to candidates are carefully crafted to ensure market competitiveness, equity, and reflect the individual candidate's education, experience, skills and potential.
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Hunter Douglas is an Equal Opportunity Employer and complies with applicable employment laws. EOE/M/F/Vet/Disabled are encouraged to apply.