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5 Jan 2024

Full-Time Technical Service Specialist

vaishnavi.soory – Posted by vaishnavi.soory Milton, Ontario, Canada

Job Description

Job Title: Technical Service Specialist

Location: We are seeking a Technical Service Specialist based in our Milton location to join the Technical Services team.

Ready to help build a better future for generations to come?

In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions. We are proud to be ranked by the prestigious Corporate Knights Inc. as the world’s most sustainable building material company in 2022.

Join us and make a difference!

Your future team:

You will become part of the Technical Services team located in the Milton Office. The team consists of 3 members currently.

What you will be doing:

Provide technical product and application support, via telephone, email and in person, in English and in French. Support will be provided to internal personnel, including but not limited to technical, marketing, sales and specification teams, and external customers including but not limited to specifiers, such as architects, resellers, and installers, such as contractors and DIYers.

Provide successful resolution to all customer complaints. Report escalating and severe concerns or issues to management.

Perform work in a high volume technical call center environment to ensure inquiries are addressed and resolved timely and accurately.

Generate detailed and thorough records associated with phone and email support.

Attend and complete necessary trainings to maintain the requisite knowledge base and to keep current with products and applications.

Develop processes to monitor competitor performance, and ensure best practices are integrated and adopted to maintain industry-leading performance.

Develop and maintain effective relationships with a range of industry counterparts.

Provide input on near and long-term strategies, as well as operational planning of the activities, to demonstrate commitment and leadership with respect to technical services.

Maintain overall accountability for content and quality of aforementioned tasks in accordance with standards of performance.

What you bring:

College Diploma or bachelor’s degree in a technological or science field

Master’s degree in architectural or Material Sciences, Mechanical, Chemical, Electrical or Civil Engineering is an asset.

2+ years of relevant working or co-op experience in building materials, architectural and engineering consulting, the construction industry, or relevant call center experience

Previous experience in technical services is an asset.

Exceptional communication, presentation, interpersonal and organizational skills

Bilingual French/English is highly preferred

Bilingual Spanish/English is an asset

Proficiency in Microsoft Office and related computer skills

Ability to read architectural drawings and technical documents

What we offer:

At ROCKWOOL, our culture is one of teamwork, respect and support. We offer a competitive salary, rewarding career and a comprehensive benefits package, including but not limited to:

Competitive salary

Comprehensive benefits package including Health, Dental, Vision, Massage Therapy and more

Generous Paid Time Off (PTO) and Paid Holidays

Retirement Pension Matching Program

Life and Disability Programs

Educational Assistance

Top up plans for maternity and paternity leave

Fitness Reimbursement

Employee Assistance Program (EAP)

Who we are

We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with more than 12,000 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose – to release the natural power of stone to enrich modern living.

Sustainability is central to our business strategy. ROCKWOOL was one of the first companies to commit to actively contributing to the United Nations Sustainable Development Goals (SDG’s) framework and are actively committed to 11 SDGs, including SDG 14, Life Below Water. Through our partnership with the One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we will help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

Diverse and Inclusive Culture

We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.

At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “The ROCKWOOL Way”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.

ROCKWOOL is proud to be an Equal Opportunity Employer. We evaluate qualified candidates without regard to race, color, national origin, religion, gender, age, marital status, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by law.

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How to Apply


Job Types: Full-Time. Salaries: Less than 20,000.

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