Job Title: Technical Support Specialist I – West Region
Department: Technical Support
Reports to: Technical Support Manager
Job Summary: The Technical Support Specialist is responsible for training contractors and distributors, coordinating and conducting onsite support, developing training and installation standards, answering all technical product inquiries, and supporting the comprehensive roles handled by Brava Technical Support.
Company Description
Join Brava, a leading innovator in the composite roofing manufacturing industry. We are committed to delivering exceptional products while maintaining a sustainable and efficient production process. We are expanding our team and seeking a motivated Tech Support Specialist to help support our growth.
Duties/Responsibilities:
Training
- Plans, coordinates, and executes Brava training roadshows, traveling to various locations to deliver in-person training and product demonstrations to contractors, distributors, and customers.
- Creates training materials to ensure products are installed according to installation requirements and organizational standards.
- Demonstrates the ability to perform virtual and on-site installation training, delivering a best-in-industry training experience.
- Prepares and customizes training modules for Roadshows to address regional installation requirements and market-specific questions.
- Collaborates with the marketing and sales teams to schedule and promote Roadshow events, ensuring alignment with product launches and strategic initiatives.
- Gathers feedback during roadshows to continually improve training materials and ensure they meet the needs of the field.
- Supports other Brava team members regarding product installation and technical knowledge.
Technical Support and Coordination
- Fields installation questions and concerns, providing technical support to contractors and homeowners as needed.
- Coordinates with other Technical Support Specialists to provide the Brava team and customers with best-in-industry technical support.
- Conducts thorough roof inspections and prepares detailed post-inspection reports to ensure compliance with Brava’s installation standards.
- Uploads documentation, including checklists, reports, and photos, using Company Cam.
- Communicates roof inspection results with contractor and homeowner and provides follow-up support as needed.
Knowledge Maintenance
- Maintains strong working knowledge of all Brava product offerings; able to provide in-depth information efficiently.
- Maintains strong working knowledge of all competitor product offerings and resources.
Customer Interaction and Documentation
- Effectively communicates with customers by phone and text (Dialpad), email, and in-person to provide information about products, installations, services, projects, and accounts or obtain details of complaints/issues.
- Checks to ensure appropriate changes are made to resolve customers' problems.
- Keeps records of customer interactions or transactions, recording details of cases, inquiries, complaints, comments, and actions taken.
Project and Policy Involvement
- Provides input for operational and strategic projects and initiatives.
- Follows policies and procedures related to the position.
Support and Collaboration
- Supports the broader team (Sales, Customer Success, Manufacturing, etc.) to deliver an industry-leading customer experience (attitude, effort, timeliness, and correctness).
Additional Responsibilities
- Performs hands-on product demonstrations for training and sales.
- Attends regional trade shows and industry events when required.
- Supports live product demonstrations at trade shows and contractor events.
- Other jobs as assigned.
Supervisory Responsibilities:
· None
Required Skills/Abilities:
· Bilingual in Espanol preferred
· Excellent technical verbal and written communication skills
· Excellent interpersonal and customer service skills
· Excellent time management skills with a proven ability to meet deadlines
· Ability to prioritize tasks
· Ability to work independently as well as in a team environment
· Proficient with Microsoft Office software
· 50-75% travel required
Education and Experience:
· High school diploma or equivalent required; college degree preferred
· 5+ years of roofing services experience preferred
· 5+ years of customer service and/or teaching experience preferred
· 5+ years of construction experience preferred
· 2+ years of technical services experience preferred
· Company Cam experience preferred
· Drone license and flight experience preferred
Licensure/Certifications:
· Driver’s License
· FAA Part 107 UAS License preferred
Physical Requirements:
· Prolonged periods of sitting
· Occasionally required to stand and walk
· Willing and able to get on roofs
· Willing and able to use a ladder
· Must frequently be able to lift and move up to 25 pounds
