Commercial Technical Support Specialist
US
James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®.
With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we’re united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.
For more information, visit www.jameshardie.com.
Summary
The Technical Support Specialist works with the Dealer Network to troubleshoot, diagnose, and repair service requests. This position reports to the Technical Support Specialist Team Leader.
What You’ll Do:
Technical Support & Customer Experience
- Resolve technical service issues on first contact or within 24 hours, using phone, email, remote, or on-site support.
- Maintain a customer satisfaction score of 95% or higher, based on post-service feedback.
- Respond to all service requests coordinate follow-up actions.
- Conduct on-site troubleshooting that results in permanent issue resolution and minimizes repeat service visits.
Service Execution & Documentation
- Document service visits and actions accurately and timely within the service tracking system.
- Ensure all materials required for service calls are ordered and delivered with 100% accuracy and without response delays.
- Identify recurring service issues and recommend corrective actions to reduce future service demand.
Product & Process Improvement
- Participate in product field testing to validate functionality, installation feasibility, and usability.
- Provide actionable feedback to engineering, product, and training teams based on field observations.
- Support the continuous improvement of technical documentation, service processes, and training materials.
Project & Crew Management
- Serve as Project Manager for all contracted installation crews, ensuring work is completed to scope, schedule, and quality expectations.
- Develop and maintain short-term and long-term project plans, including milestones, resource needs, and logistics.
- Track project costs and budget items to ensure projects are completed at or below projected targets.
- Identify, assess, and mitigate project risks while performing quality control on installation and service processes.
- Provide regular project updates with clear focus on strategy, adjustments, progress, and risks.
Travel Requirements
- Ability and willingness to travel frequently, including regional and national air travel
- Valid driver’s license with the ability to rent and operate a vehicle for field and project support assignments
What You’ll Bring:
Required Qualifications
- High School Diploma or equivalent
- Demonstrated experience in technical support, field service, or a related role
- Construction or field service experience strongly preferred
- Proficient in MS Word, Excel, and Outlook
- Strong verbal and written communication skills
- Proven ability to manage time, priorities, and multiple projects independently
- Strong analytical and problem-solving skills with attention to detail
- Ability to work effectively in a fast-paced, customer-focused environment
What You’ll Receive:
At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.
- Comprehensive low-cost co-pay Health Insurance; medical, dental, prescription, and vision insurance benefits for every 30+ hour full-time employee.
- Life insurance
- Short-term and long-term disability insurance
- 401(k) Retirement
- 11 paid holidays per year
- Paid vacation
- Paid sick leave
- Wellness Program, Employee Assistance Program, Parental Leave
- Employee Stock Purchase Plan
- Community Involvement & Sustainable Solutions
This role is an opportunity to join the AZEK Group, LLC, a part of the James Hardie Building Products family of companies, where you’ll contribute to a culture driven by growth, collaboration, and meaningful impact.
James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.
James Hardie will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act, in accordance with its plans and policies.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
Job Segment:
Technical Support, R&D Engineer, Field Service, QC, R&D, Technology, Engineering, Manufacturing, Quality, Research