Product Specialist Jobs

Summary
This position coordinates the activities of developing, testing, and training for products across PGTI SEBU brands with various departments by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Analyze issues with orders not processing through to ERP System, then fix or report issues to IT that can’t be resolved
• Be the go-to person on all ERP system functionality for both internal and external users
• Responsible for the creation, maintenance, security, and confidentiality of dealer user profiles for Dealer Ordering System and ProConnect
• Train other support team members on all tools/systems and any new functionality needed to support distributors.
• Generate party ID’s for new distributors for permissions in ERP systems
• Run various queries and provide reports to many areas throughout the
• Train internal and external users on how to use the dealer portal

Company

• Distributor: Default Values, Products, Templates and Report Options
• Coordinate’s information provided by Marketing, Product Management, Code Compliance, Purchasing, Manufacturing, Product Engineering, IT, ERP Systems, Customer Care, Accounting, and Sales and disseminates such information to the appropriate parties
• Ensure strong working relationships with the various depts. within PGTI
• Participates in needs analysis to determine training needs for Customer Care employees and assists in conducting training on products for internal groups
• Go to job sites to assess problems with product that can’t be determined by service or distributor
• Coordinates communication with manufacturing and customer care to ensure accurate order processing
• Answers questions on product, installation, code requirements, fastening details, test reports, NFRC certifications, pricing, parts, basic entry and using the website
• Orders: Create, Edit, Save and Convert Quotes. Find Quotes and Sales Orders.
• Maintain, manage, proof, and deliver the training programs
• Testing entry screens
• Assists manufacturing in resolving production problems to ensure order correctness, while initiating changes to prevent problems from recurring
• Deliver training courses in person or virtually
• Checks production tickets for formula errors and corrects with IT when necessary
• Customer: Maintain Distributor’s Customer Accounts; Pricing, Special Pricing, Default Values, Importing and Exporting Data
• User: Maintain Distributor’s User Accounts, Access Functionality, Passwords and View
• Attends and participates in relevant stakeholder meetings/activities
• Receives, interprets, discusses, and edits telephone, or computer orders received from customers and customer service reps to determine feasibility of orders and appropriate handling of order
• This position uses in-depth product knowledge to assist Customer Care personnel in correcting orders, verifying, extending pricing, and clarifying terminology
• Provides advice and guidance to dealers about complex customer requirements and custom/standard designs
• Build annual training program and prepare teaching plans
• ServiceNow testing and reporting product discrepancies
• Act as a mentor and coach to support team members
• Calculating parts for discontinued products and obsolescence
• Position serves as the designated company resource for information and decision-making concerning products or product lines for various PGTI SEBU brands
• Responsible for ensuring accuracy and consistency with company policies while maintaining customer focus
• Work with various departments on product design changes
• Proof reading Marketing materials
• Position serves as the designated company resource for information and decision making concerning a various products or product lines
• Position also makes decisions about disposition of distributor complaints, including authorizing repairs and replacement of products
• Advises customers and CCR’s regarding the best course of action for different applications
• Develop and create classroom handouts, instructional materials, aids, manuals and scripts
• Identify training needs through day-to-day interactions and by evaluating strengths and weaknesses
• Initiates and follows-up on IT and ECO requests requiring changes to manufacturing, pricing, order entry screens, company policies, new product implementation, changes to existing products, or parts
• Provide support to distributors/ CCR’s regarding ERP System and Dealer Ordering System features:
• Coordinates with appropriate departments to reduce the number of overrides required for special orders
• Writing and maintaining pick lists for parts and complete product entry screens
• Reviews multiple attempts and takes action to change or correct problems to reduce errors and streamline processes
• Create models using AutoCAD software of PGTI products including compete units, parts, and components
• Write scripts for ERP Systems and Dealer entry system.

Supervisory Responsibilities
None required
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION And/or EXPERIENCE
Minimum 2-year college degree preferred – business, marketing, management, teaching, accounting, engineering, or similar years of experience in a professional setting
Requires in-depth knowledge of:

• Understands basic code requirements and product performance
• Reads and understands Engineering Bill of Materials, product drawings and certification documents (NOA, Test Reports, etc)
• PGTI procedures, including but not limited to Customer Care, Field Service, Production Control, Manufacturing, and Shipping
• Microsoft Office Suites
• PGTI ERP Systems, Dealer Entry Systems computer application for order entry and retrieval

Language / Communication Skills
Requires good verbal, written, and listening skills, including the ability to display poise and diplomacy under stressful conditions with both external and internal customers and conflict resolution.
Mathematical Skills
Must be able to calculate sizes, formulas, and pricing, understand drawings for products, and create basic drawings in AutoCAD.
REASONING ABILITY

• Must have the ability to initiate action with little direction and maintain consistent follow-through
• Strong team skills
• Must be self-directed and self-motivated with strong multi-tasking skills
• Must have strong time-management skills
• Must have the ability to complete projects on time and adhere to stringent work deadlines
• A strong desire for teaching and mentoring

CERTIFICATES, LICENSES, REGISTRATIONS
None
PHYSICAL DEMANDS / WORK ENVIRONMENT
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The position also requires the ability to work at a computer workstation for long periods of time and consistent daily attendance to provide the necessary level of customer service.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.
• Frequent use of eye, hand, and finger coordination enabling the use of office machinery.
• Home office or in office environment with frequent sitting
• Travel may require walking, standing, occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
• Generally, work in air-conditioned office environment

Travel Requirements
Ability to travel occasionally domestically
Occasional: activity exists less than 1/3 of the time.
Frequent: activity exists 1/3 and 2/3 of the time.