Technical Support Specialist

Tecspecialty; Aurora (IL); On-site; USD 60,000 - 85,000; Full time

Job summary

TEC Specialty Products LLC (TSP) is seeking a Technical Support Specialist to serve as the primary technical liaison between the company and customers, installers, architects, and distributors. You will guide product selection, application methods, substrate preparation, and warranty considerations while ensuring timely documentation and resolution of issues.

The role emphasizes expert knowledge of flooring adhesives and installation systems, cross-functional collaboration with Sales, Quality,

Qualifications

• Minimum five years of experience in customer service, technical support, or sales within a manufacturing environment; flooring, construction materials, or adhesives experience preferred.
• Advanced proficiency in Microsoft Office and Windows-based systems.
• Strong written and verbal communication skills, including technical documentation.
• Ability to manage multiple priorities in a fast-paced, team-oriented environment.
• Highly organized, results-driven, and customer-focused.
• Proficiency with general office equipment.
• Bachelor’s degree in Chemistry, Engineering, Business, Sales, or Marketing (preferred).
• Bilingual proficiency in Spanish or French Canadian (preferred).

Responsibilities

• Serve as the first point of contact for technical inquiries related to flooring adhesives and installation systems.
• Document all customer interactions within the case management system, maintaining accurate and complete records.
• Use structured problem-solving techniques to assess product performance concerns, installation conditions, substrate variables, and environmental factors.
• Provide timely, technically sound responses and close cases the same business day whenever possible.
• Escalate complex or unresolved issues to appropriate internal resources, including Area Technical Managers, Quality, R&D, or EHS.
• Collect and validate all relevant claim information, including installation details, substrate conditions, product usage, and jobsite environment.
• Assign claims requiring field investigation or advanced review to the appropriate Area Technical Manager.
• Execute approved corrective actions, including product replacement, credits, refunds, or no-charge materials.
• Represent the company with professionalism, technical credibility, and a strong customer-first mindset.

Skills

Customer service

Technical support

Sales

Communication

Multitasking

Education

Bachelor’s degree (preferred) in Chemistry, Engineering, Business, Sales or Marketing

Tools

Microsoft Office

Windows-based systems

Job description

For nearly 70 years, TEC® has provided professional installers with innovative floor preparation and installation products for commercial and residential tile, stone, wood, carpet, and resilient flooring. TEC scientists formulate our products to work together as high-quality systems that streamline the installation process and resolve problems for maximum efficiency. Our products are designed to work smarter to deliver time and resource savings without compromising quality. Our passion and dedication drive us to develop innovative solutions, led by customer input and backed by industry-leading warranties. Ultimately, our products are about working smarter for you.

TEC Specialty Products LLC (TSP) operates in the United States and Canada with manufacturing plants across the US. TEC Specialty Products consist of the brands TEC®, Parabond®, Fortane®, and ProSpec®, a line of concrete repair and restoration products.

Role Summary

The Technical Support Specialist reports to the Customer Service Manager and serves as a primary technical liaison between the company and external stakeholders, including customers, flooring installers, architects, specifiers, distributors, end users, and internal teams.

This role provides expert technical support for flooring systems and adhesive products manufactured and/or distributed by the company. Responsibilities include guidance on product selection, application methods, substrate preparation, performance characteristics, warranties, and complaint resolution.

All technical communications must beaccurate,timely, well-documented, and delivered in a professional manner consistent with company quality, safety, and brand standards.

Core Responsibilities

Technical Support & Case Management

Serve as the first point of contact for technical inquiries related to flooring adhesives and installation systems.

Document all customer interactions within the case management system,maintainingaccurateand complete records.

Use structured problem-solving techniques to assess product performance concerns, installation conditions, substrate variables, and environmental factors.

Providetimely, technically sound responses and closecasesthe same business day whenever possible.

Escalate complex or unresolved issues toappropriate internalresources, including Area Technical Managers, Quality, R&D, or EHS.

Ensure compliance with all Environmental, Health, and Safety (EHS) standards applicable to the department and product portfolio.

Claims Management

Collect andvalidateall relevant claim information, including installation details, substrate conditions, product usage, and jobsite environment.

Assign claims requiring field investigation or advanced review to theappropriate AreaTechnical Manager.

Execute approved corrective actions, including product replacement, credits, refunds, or no-charge materials.

Manage open claims to ensure resolution within14 daysof authorization.

Support product recalls or quality events by coordinating communications and executing established procedures.

Product & Technical Expertise

Maintain in-depth knowledge of current and recently discontinued flooring adhesive products.

Understand competitive products and industry standards within the flooring and construction materials market.

Demonstrateproficiencyin application requirements, technical data, performance specifications, warranties, and distribution channels.

Provide recommendations for product improvements or new development based on recurring field feedback.

Support development and updates of technical documentation, including labels, packaging, installation instructions, and technical data sheets.

Understand product positioning, value propositions, and competitive differentiation.

Service & Cross-Functional Collaboration

Partner with Sales, Quality, R&D, Manufacturing, Supply Chain, and EHS to resolve issues and improve service performance.

Participate in cross-functional initiatives that support continuous improvement.

Represent the company with professionalism, technical credibility, and a strong customer-first mindset.

Policies & Process Compliance

Adhere to all departmental and company policies, procedures, and operational standards.

Ensureaccuratedocumentation, traceability, and compliance with internal quality requirements.

Team Support

Provide backup coverage for the Technical Support team during absences or high-volume periods.

Assist with general customer service activities, including phone and email support, as needed.

Qualifications

Minimum five (5) years of experience in customer service, technical support, or sales within a manufacturing environment; flooring, construction materials, or adhesives experience preferred

Advancedproficiencyin Microsoft Office and Windows-based systems

Strong written and verbal communication skills, including technical documentation

Ability to manage multiple priorities in a fast-paced, team-oriented environment

Highly organized, results-driven, and customer-focused

Capable of handling moderately complex issues affecting customer satisfaction and company reputation

Proficiencywith general office equipment

Preferred Qualifications

Bachelor’s degree in Chemistry, Engineering, Business, Sales, or Marketing

Bilingualproficiencyin Spanish or French Canadian