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Technical Service Representative - Charlotte, NC

Charlotte, NC, US, 28217

Oldcastle APG
APG Headquarters


Job ID:  308200


Oldcastle APG, a CRH company, is a leading global supplier of building and landscaping products. Its product portfolio includes hardscapes and masonry, packaged cement mixes, lawn and garden materials, and composite decking sold through a variety of channels for residential and commercial use. Oldcastle APG is the leading producer of hardscapes in North America and Europe and the innovator behind many of the industry’s well-known brands: Belgard hardscapes, Echelon masonry, Sakrete bagged dry mixes, and MoistureShield composite decking. With over 260 operating locations and approximately 8,500 employees, Oldcastle APG operates across 7 countries in the U.S., Canada, and Europe.


Job Description Summary


In order to support the growth of our operations in Canada and United States, we are currently looking for a dynamic, proactive person with good listening skills. 

If you think you can help us continue to improve our business in a modern, productive and inclusive workspace, we'd like to meet you.


In the context of a Call Center, you will contribute by providing technical support to professionals and consumers in Canada and United States. To succeed in this role means to quickly and accurately solve customers' technical problems through personalized and sincere interactions. To do this, you will collaborate with the entire technical, R&D and sales team. 


Duties and Responsibilities 


  • Responsible for receiving and responding to all incoming technical assistance calls for product applications.  This also will include website product application inquiries which will require email response pertinent to their specific application needs
  • Offer technical support to customers who encounter certain challenges with our products
  • Perform product/application training to customers and sales
  • Maintain a call/email log, using Excel and Salesforce “ticket” software
  • Conduct follow-ups regularly until case and/or “ticket” is completely resolved
  • Assist Sales with field demonstrations and trade shows when needed
  • Collaborate with the R&D/laboratory department to develop solutions that reflect market needs
  • Escalate cases to senior Advisors and/or Technical Service Manager, depending on complexity
  • Respond to customer/sales needs as a backup to the Technical Manager in their absence
  • Perform other duties as assigned by the Technical Manager


Job Requirements


  • Strong communication skills - written and verbal
  • Prior field application experience of leveling materials, concrete repair products, or stucco's mortars
  • Ability to answer high call volume with professionalism and courtesy
  • Basic math skills with the ability to add, subtract, multiple and divide. Calculations will determine how much product is required for a specific project. These calculations may include converting inches to decimals
  • Good computer applications ability. Proficient in Microsoft Office, Excel and other software programs as needed
  • Organize, coordinator and execute through completion all assigned duties
  • Mechanical aptitude needed for building materials related to application trials, demo's training
  • Ability to lift, mix and apply materials with bags weighing up to 80 lbs


What CRH Americas Offers You


  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion


About CRH Americas


CRH Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRH Americas family. CRH Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


Oldcastle APG, a CRH company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRH family!


CRH Americas is an Affirmative Action and Equal Opportunity Employer.


 EOE/Vet/Disability--If you want to know more, please click on this link


Date Posted:  Sep 19, 2021

Nearest Major Market: Charlotte

Job Segment: Technical Support, Technology