Product Services Technician

reSAWN TIMBER co. is a manufacturer of high-performing, highly designed interior and exterior wood materials throughout North America and international sectors. Our carefully curated product offering includes charred woods, reclaimed woods, sustainably harvested American wood species, European White Oak, Black Walnut, and modified woods. We are dedicated to quality craftsmanship and creating a positive work environment, valuing every team member.

We are seeking someone experienced with product services to support reSAWN’s client-facing teams with extensive product, process, and application knowledge and to field post-installation client questions and concerns. This person will not only launch new products but act as the technical backstop for reSAWN at the project level. The ideal candidate is a steadfast contributor in both independent and collaborative settings, and finds satisfaction in rotating between creative tasks, administrative responsibilities, and technically demanding challenges. This position offers the opportunity to grow with a growing company and contribute meaningfully to a close-knit team, with a focus on developing and promoting our technical expertise as a customer offering.

RESPONSIBILITIES:

• Help develop reSAWN’s technical doctrine having an innate ability to create guidance documents that are easily understood by builders
• Maintaining technical documents: Capture feedback from project interaction and internal developmental sources (production R&D), shape feedback within reSAWN’s technical team, engage with marketing team to facilitate edits to documents
• Lead new product launches and facilitate cross-functional input throughout the entire lifecycle to launch on time
• Act as a resource throughout project cycle:
• Specification Phase: Support the sales team with product knowledge, viability assessments, and applicative recommendations. Clearly articulate reSAWN’s production and customization capability for project-specific requests.
• Orders Process/Production Phase: Support the production coordination team with consultation on product expectations, handling and application questions.
• Installation and Lifecycle Phase: Provide installation and material storage guidance and interpretation of reSAWN’s technical guidelines. Provide cleaning, touch-up, and maintenance guidance and engage in product issue resolution.
• Maintain a disciplined log of all project interactions and help build analytical tools to measure effort, success and risk.
• Seek issue resolution while upholding reSAWN’s brand (defend margin while seeking client satisfaction).

REQUIRED SKILLS:

• 5 years of professional experience in similar role in the building industry
• Bachelors degree in related course of study
• Solid computer program skills, including Excel/Numbers, Word/Pages and web-based applications
• Ability to draft in 2D in a program such as Autocad LT
• Ability to understand 2D and 3D architectural drawings and effectively analyze construction documents
• Familiarity with mark-up software such as BlueBeam a plus
• Familiarity with CRM software such as Hubspot a plus
• Ability to perceive architectural space and make pertinent detail sketches to convey architectural concepts

QUALIFICATIONS:

• Displays attention to detail.
• Maintains outstanding organization skills, can effectively identify priorities while managing multiple projects
• Possesses the ability to work professionally with clients over the phone, through email, in a virtual meeting setting (Zoom, etc…), and on a construction site.
• Possesses strong communication skills and grammar.
• Maintains a growing knowledge of wood and general construction methodology.
• Possesses a high aptitude for math.
• Possesses a high aptitude for research.
• Maintains grace under pressure and a positive outlook.
• Exhibits solving skills; can identify, articulate and pursue effective resolutions to problems.
• Demonstrates a consistent desire to learn reSAWN’s products and procedures and maintain its values.
• Desires independence while working as a collaborative member of a technical community.