Customer Success - Technical Solutions Specialist

Apogee Enterprises - Owatonna, MN

Full-time

Hybrid - Owatonna, MN

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Customer Success - Technical Solutions Specialist at Viracon LLC plays a crucial role in providing technical support and expertise related to architectural glass products. This position involves working closely with customers and internal teams to ensure the successful implementation and performance of glass solutions, contributing to the construction of large-scale buildings worldwide.

Responsibilities

• Serve as the primary technical contact for customers and Viracon's Sales organization, addressing and resolving technical inquiries related to Viracon products.
• Provide guidance and support during product selection, installation, and post-installation phases.
• Analyze and interpret technical data, including product specifications, performance characteristics, and installation requirements.
• Calculate performance data, glass strength analysis, and insulating glass unit sightlines.
• Review field reports and product quality-related claims to ensure product performance meets specifications and customer expectations.
• Compose letters and documentation to resolve customer inquiries.
• Develop and deliver technical training sessions and presentations for Viracon associates.
• Create and maintain technical documentation, including technical specifications, glazing guidelines, and troubleshooting procedures.
• Collaborate with engineering, manufacturing, and sales teams to address technical challenges and support product development efforts.
• Monitor and assess product quality and performance claims, providing feedback for continuous improvement.
• Investigate and resolve complex technical issues, coordinating with internal and external resources as needed.
• Communicate solutions and recommendations to enhance product performance and customer satisfaction.

Requirements

• Bachelor's degree in Engineering, Architecture, or a related technical field (or equivalent experience).
• Proven experience in a technical support or services role, preferably within the architectural glass or construction industry.
• Strong understanding of glass products, installation techniques, and performance characteristics.
• Excellent problem-solving skills with the ability to analyze and interpret technical data.
• Effective communication and presentation skills, with the ability to convey complex technical information to non-technical audiences through written, virtual, and in-person methods.
• Proficiency in relevant software applications and tools including finite element analysis (FEA), AutoCAD, Revit, Bluebeam, THERM, CMAST, Pyramid Analytics, LBNL Window, and Optics.
• Ability to work independently and as part of a team in a hybrid work environment.
• Ability to read, write and understand English.