Associated Materials Hiring for Customer Service Trainer and Technology Support Specialist Job at Cuyahoga Falls, OH Full Time

With new ownership and supportive leadership at the helm since early 2022, Associated Materials is embarking on a transformation to maximize our potential through investments in people, operations, and brands.

If you want to be part of a company where your ideas and input are more than just encouraged—they’re valued—this is the place for you. At Associated Materials, you will be part of the change, and your contributions will provide an immediate and lasting impact, helping us achieve what’s possible.

Position Summary:

The Customer Service Training and Technology Support Specialist focus be on training development for the Customer Experience team, along with customer and field training for WindowExpress, AM Portal and other relevant Customer Technology applications used. Additionally, this role is the level 2 support help desk for those tools. The commitment percentage for each of the areas will fluctuate with seasonal and business needs.

Primary Duties:

• 
  Training & Development
• Create and deliver as needed, training related to Customer Care systems (onboarding and continuous education), to include all order entry, reference, and Customer Relationship Management (CRM) systems for internal associates and customers.
• Management of tools related to system training, including online self-guided learning and technical support training, help videos, etc.
• Maintain internal portal for storage of help videos, technical documentation, and training
• Create and deliver product knowledge training as needed for Customer Care team New Hire Onboarding Program (note training will take place by other SMEs and be coordinated by the Specialist at times and not facilitated
• Create and deliver Continuing Education content based on needs identified through the Training Matrix assessment process
• Support the Training Matrix assessment process as needed by administering testing and updating the Testing Matrix
• 
  Customer Care System Business Analyst support
• Drive enhancement of ordering and customer support systems by identifying opportunities for improvement and areas of inefficiencies
• Subject matter expert in business best practices, including quoting and manufacturing processes related to the customer experience
• Develop business requirements and process documentation to support system enhancements and process improvement in conjunction with system business partners as necessary
• Create and manage communications regarding customer care systems to all internal and external channels
• Act as project manager for select strategic system enhancement projects
• 
  Technical Support
• Act as Level 2 support for all Ordering System issues & Customer Portal, supporting the PK Analyst in resolving customer and associate technical issues with managed systems
• Drive system accuracy by documenting system alignment issues to achieve 100% WindowExpress usage
• Act as the primary point of contact for system business partner related to training and systems knowledge
• Learn new functionality and new technologies being released from technology business partners
• 
  General Business Support
• Coordinate and/or deliver regularly scheduled training and maintain updated training calendar.
• Work with the Corporate Training Committee to ensure all phases of the business have training alignment
• Support business and process needs documentation related to corporate CRM system, customer portal and Litmos.

• Experience in training preferred
• Excellent oral and written communication skills
• Strong PC skills
• Strong problem-solving skills
• WindowExpress, SFDC, Portal and AS 400, Alwin knowledge a must
• Ability to travel at least 10% of the time
• Knowledge of AM customer base, products and systems preferred
• Ability to multi-task and work on multiple projects at the same time

Additional Information

Associated Materials is a leader in exterior building products for residential and commercial remodeling and new construction markets. We produce vinyl windows, vinyl and composite siding and accessories, and metal building products—and distribute other essential building products to ensure customers find everything they need for their exterior.

Headquartered in Cuyahoga Falls, Ohio, more than 4,000 associates across North America support Associated Materials. We operate 11 manufacturing facilities and more than 100 Alside and over 20 Gentek supply centers across the United States and Canada. Through our unique combination of award-winning products, manufacturing and distribution operations, installation solutions, and support services, the opportunities at Associated Materials are endless!

Associated Materials is an equal opportunity employer.

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