James Hardie is a world leader in fiber cement home siding and exterior design solutions. Hardie® products offer long lasting beauty and endless design possibilities with trusted protection and low maintenance. As the world’s #1 producer and marketer of high-performance fiber cement and fiber gypsum building solutions, James Hardie offers siding and accessories for every style. Hardie® products are non-combustible and stand up to weather and time while empowering homeowners and building professionals to achieve the home of their dreams. The company pioneered the technology of fiber cement building products made from sustainable raw materials and continues to invest in innovation to transform the industry. James Hardie operates with an inclusive company culture, and an unwavering commitment to Zero Harm. The company proudly employs a diverse global workforce of over 5,000 employees across operations in North America, Europe, and Asia Pacific.

The Commercial team provides technical support to key stakeholders throughout the value chain via direct commercial sales and online resources, such as www.jameshardiepros.com and www.jhinsite.com by James Hardie®.  The Technical Support Engineer (TSE), reporting to the Multi-Family Senior Segment Marketing Manager, has the primary responsibility of managing the end-to-end technical experience of multi-family/commercial customers, owners, developers, architects, GCs, installers in North America and Canada, with an emphasis on early-stage development.  This position is expected to work closely with R&D product development teams during concept, development, and implementation phases of the James Hardie Building Products innovation and commercialization process. The TSR provides ongoing training and technical product and application support to marketing / sales teams and customers in response to escalated inquiries, as well as provides project-specific design advice in response to Technical Service Requests. The TSE is focused on creating and commercializing new technical solutions and advancing future technical service capabilities to facilitate and support the sale and use of James Hardie® products.  Technical support will be typically delivered in the form of technical literature, emails, letters, phone, and digital platforms.  The position is unique in that it requires a high degree of technical proficiency as well as an understanding of commercial processes.  From time to time, the position will require creating positive interactions with customers in highly technical context.  This role is a key commercial position with the opportunity to deliver significant value and growth for the multi-family / commercial segment and for James Hardie®.

This position will require experience, leadership, project management skills and knowledge of building and construction industry, materials science and/or engineering will ensure that:

• Ability to work one-on-one with customers over the phone, video conference, email, or in person.
• Ability to collaborate with a wide range of professionals including:
• Sales & Marketing
• Research and Development
• Plant Operators
• Third Party Professional Engineers
• Upper-Level management
• Ability to organize data into written reports and oral presentations
• Ability to put together a submittal package with multiple reports and forms
• Ability to work autonomously with minimal supervision after goals are defined
• Ability to negotiate and gain compliance
• Ability to strategize long term
• Very good communication skills
• Excellent organizational skills
• Thoroughness and attention to detail is critical
• Good technical writing skills and the ability to read and comprehend technical documents.
• Ability to solve a wide range of difficult problems in imaginative and practical ways and evaluate alternative solutions that may require coordination across multiple teams.
• Ability to assess and redirect engineering efforts in a continually changing environment.
• Ability to work on technical problems of diverse scope and complexity and foresee and evaluate various outcomes.

Knowledge, Skills, and Abilities:

Required:

• Good presentation skills
• Ability to answer phones, interact with customers one on one, actively listening to customer’s inquiry
• Ability to communicate the necessary information and to accurately answer a customer inquiry
• Aptitude to understand personal limits with concerns to technical inquiries, in conjunction redirect these technical inquiries to the necessary technical personnel
• Is dedicated to meeting expectations and requirements of internal and external customers
• Ability to remain cool under pressure
• Ability to negotiate and gain compliance
• Ability to work on technical problems of diverse scope and complexity and foresee and evaluate various outcomes.
• Ability to collaborate with a wide range of professionals
• The ability to read and comprehend technical documents and blueprints
• Strong communication skills, both oral and written
• Ability to work autonomously with minimal supervision after goals are defined
• Ability to solve a wide range of difficult problems in imaginative and practical ways and evaluate alternative solutions that may require coordination across multiple teams.

Education/Experience:

Required:

Bachelors Degree in Engineering, Façade Design, Building Science or Architecture.  Structural, Civil, Mechanical, Chemical, and other engineering fields are acceptable as long as they can demonstrate a passion for driving/facilitating change in the building industry.

For successful performance in this position, the incumbent will need to possess the following experience/skills, education:

• 2-5 years experience with hands-on construction, technical marketing, or architecture
• Experience in customer service is a plus.
• Experience in product testing or product evaluation is a plus.

Other acceptable educational backgrounds:

• Experience in the following disciplines (Keywords below):
• Civil Engineer
• Civil Engineering Technologist
• Test Engineer (within a building products lab)
• Construction Technologist
• Construction Management
• Architect
• Evaluation Specialist
• Building Official
• Research Engineer
• Structural Engineer

Position Responsibilities

• (50%) Advanced Technical Support:  Provide US and Canada with technical support for salespeople, architects, developers, customers, installers, projects.
• Professionally respond (verbal or written) to external & internal technical escalated inquiries to enable product spec and minimize risk.
• Provide customers the necessary technical information (e.g. installation instructions, product evaluation reports, notice of acceptance, best practice guides, direct them to the JHBP website) so that they can make accurate decisions in a timely fashion.
• Detect and effectively deal with non-standard technical inquiries beyond the scope of the James Hardie® published specifications.
• Effectively handle a minimum of 150 advanced technical requests per month with Architects, Engineers, General Contractors, Installers, or Builders.
• Generate sales conversion leads to internal and external stakeholders (ie. Distributors, salespersons, architects & builders)
• Direct specific design requests to engineering and design professionals where possible for the Non-Standard Support design/ certification.
• Ability to initiate and possibly complete a technical risk assessment to be approved by the Product Compliance Team Lead where applicable.
• Participate in builder workshops and training exercises as needed.
• Easily integrate with Sales and Scientist / Engineer personalities.
• (30%) Technical Content Development: Create and commercialize technical solutions and technical marketing content.
• Work directly with R&D, sales, marketing, product management, and legal within a market or on a national level to develop content and tools that improve Hames Hardie’s product offering and/or service offering.
• Review and create new technical information for US and CAN markets - new technical support collateral including online tools, technical manuals, bulletins, supplements and CAD construction details.
• Obtain and follow through with review of technical / structural details certified by outside engineers.
• Manage content and technical platforms:  jameshardiepros.com, jhinsite.com, SharePoint, etc.
• Create and update Insite tools.
• Provide technical and commercial expertise in new product innovation and commercialization.
• Provide typical commercial scenarios to R&D to build (construct) product test assemblies and perform full scale testing (e.g. transverse wind load) in a lab.
• (20%) Process and Capabilities Continuous Improvement:  Improve James Hardie® capability to deliver a technical experience that drives spec and enables effective use of our products.
• Ensure that relevant first-hand customer feedback (e.g. errors in technical literature, product issues, new tools, website problems) is communicated to the necessary parties (e.g. Tech Services Manager, Product Managers, or R&D Managers).
• Develop training and provide technical training to internal and external stakeholders.
• Educate the customer value chain in best building practices related to Hardie products.
• Establish knowledge base for reference and optimize mechanisms for best practice sharing.
• Identify opportunities to further improve early-stage relationships in order to build trust, gain project visibility, participate in design stage, and win more specifications/projects.

Job Type: Full-time

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Chicago, IL 60601

Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.