Job Description
The Technical Support Specialist partners closely with the Customer Service leadership team and acts as a key technical resource for both internal teams and external partners. This role supports customers, installers, designers, distributors, and end users by delivering expert guidance across the company’s flooring systems and adhesive solutions.
This position focuses on technical problem-solving, product guidance, and issue resolution related to flooring installations, including materials performance, application methods, site conditions, warranties, and quality concerns.
PRIMARY RESPONSIBILITIES
Technical Support & Issue Resolution:
• Respond to incoming technical questions related to flooring installation systems and adhesive products
• Serve as a technical resource for internal departments and external partners throughout the installation lifecycle
• Promote and follow all applicable Environmental, Health, and Safety (EHS) policies and procedures
Claims & Field Issue Management:
• Gather, review, and document claim details including jobsite conditions, installation practices, substrate information, and product usage
• Route complex issues or field investigations to the appropriate regional technical representative
• Carry out approved resolutions such as material replacement, credits, refunds, or alternative corrective actions
• Track active cases and drive timely closure within established resolution timelines
• Assist with product quality initiatives, including recalls or corrective action programs, as needed
Product Knowledge & Technical Expertise:
• Maintain strong working knowledge of current and legacy adhesive and flooring-related products
• Stay informed on industry standards, competitive offerings, and market trends within construction materials
• Provide accurate guidance on application requirements, technical data, performance expectations, warranties, and distribution pathways
• Identify recurring trends or field feedback and communicate opportunities for product or process improvement
• Support updates to technical materials such as installation guides, labels, packaging, and data sheets
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
Associate’s or Bachelor’s degree required
At least five (5) years of experience in a technical support, customer-facing, or sales-related role within a manufacturing environment
Experience within flooring, construction products, or adhesives is strongly preferred
Strong proficiency with Microsoft Office and Windows-based systems
Nice to Have Skills & Experience
Bachelor’s degree in Chemistry, Engineering, Business, Sales, or Marketing
Ability to communicate in Spanish or French Canadian is a plus
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.