Technical Support Specialist – Flooring Systems

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

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,