Technical Support Specialist

TEC Specialty Products; Aurora (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading manufacturing company is looking for a Technical Services Representative in Aurora, Illinois. This role involves providing essential technical guidance to customers regarding flooring, adhesives, and installation products. The ideal candidate will have at least five years of experience in a customer-facing technical support role, preferably in related industries. Responsibilities include troubleshooting product issues, coordinating claims, and maintaining product knowledge. Strong problem-solving, communication skills, and proficiency in relevant software are essential. The position promotes customer satisfaction and upholds the company's quality standards.

Qualifications

• Minimum of five years of experience in technical support, customer service, or sales.
• Experience in flooring, adhesives, coatings, or related industries preferred.
• Strong problem-solving and communication skills.

Responsibilities

• Serve as the first point of contact for customer technical inquiries.
• Troubleshoot product and installation issues using structured techniques.
• Coordinate claims intake and resolution in accordance with policies.

Skills

Technical support

Customer service

Problem-solving

Communication

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

TEC Specialty is seeking a Technical Services Representative to serve as a key technical resource for customers, distributors, and internal teams. This role provides front-line technical guidance on TEC flooring, adhesive, and installation system products while ensuring accurate product use, effective issue resolution, and proactive risk mitigation.

The ideal candidate balances strong customer service skills with technical expertise and sound judgment, serving as a trusted advisor while coordinating claims, escalating complex issues, and protecting the company’s quality, safety, and brand standards.

Key Responsibilities

Customer & Technical Support

• Serve as the first point of contact for customer technical inquiries related to flooring systems, adhesives, and associated products
• Answer questions regarding product performance, application methods, limitations, and best-use scenarios
• Guide customers in selecting the most appropriate product for specific job requirements and conditions
• Troubleshoot product and installation issues using structured diagnostic and problem-solving techniques
• Provide timely, accurate, and professional responses to customer inquiries
• Collect, document, and validate customer claims related to product performance or installation issues
• Coordinate claims intake, documentation, and resolution in accordance with company policies
• Execute approved corrective actions, including product replacement, credits, refunds, or no-charge materials
• Identify potential risk situations and elevate complex or high-impact issues to Area Technical Managers, Quality, R&D, or EHS teams
• Support quality events or recalls by executing established communication and corrective action procedures
• Maintain strong technical knowledge of current and legacy TEC products, application requirements, warranties, and industry standards
• Develop working knowledge of competitive products and market positioning
• Provide feedback from the field to support product improvements, reformulations, and new product development
• Support the development and maintenance of product literature, technical data sheets, and installation instructions
• Work closely with Sales, Quality, Manufacturing, R&D, Supply Chain, and EHS teams to support customer satisfaction and issue resolution
• Represent TEC Specialty with professionalism, technical credibility, and a customer-focused mindset
• Ensure accurate documentation and compliance with internal policies, procedures, and EHS requirements

Qualifications

• Minimum of five (5) years of experience in technical support, customer service, or sales within a manufacturing environment
• Experience in flooring, adhesives, coatings, construction materials, or related industries strongly preferred
• Strong problem-solving, communication, and documentation skills
• Ability to clearly explain technical concepts to installers, distributors, and non-technical audiences
• Proficiency in Microsoft Word, Excel, Outlook, and Windows-based applications
• Ability to manage multiple priorities in a fast-paced, team-oriented environment