Job Description:

Introduction

At GAF, we cover more than buildings. We cover each other. No matter what role, tenure, or track, under this roof you are empowered to be there for your teammates, your customers, and especially your community. Under this roof, we don’t back down from hard work– we support one another in pursuit of something bigger. We define the future while leading the present. And under this roof, we own our opportunities. Becoming the market leader only happens when everyone feels they have the opportunity, and the support, to thrive. We are GAF. And under this roof, we protect what matters most.

Team or Function Overview

This position reports to the Supervisor of Technical Services and will work a hybrid work schedule.

Summary

TheTechnical Services Rep-TimberSteel is primarily responsible for providing the highest level of technical service to internal and external GAF customers concerning all aspects of the TimberSteel product line, including product knowledge, installation guidance, roof reports, specifications, and gathering feedback. Maintain solid interdepartmental and customer relationships by addressing questions and concerns with speed, quality, and professionalism

Essential Duties

Specific responsibilities include, but are not limited to:

• Provide the highest level of technical service to our customers in a call center environment.

• Maintain a high level of understanding of the TimberSteel product line

• Provide proactive service to customers by educating them regarding products

• Provide technical specs and Installation guidance for the TimberSteel system

• Read Roof Reports and assist with the complex ordering of TimberSteel

• Review all orders and qualify with the Customer Care Rep

• Manage a CRM-style customer service portal utilizing Salesforce

• Manage inbound and outbound calls promptly

• Build relationships with external & internal GAF customers via phone and email to assist with all inquiries.

• Gather Feedback from Customers and relay it back to the R&D team

• Work as “sales support” for our Sales Team.

• Provide world-class service by delivering an effortless customer experience.

• Perform other duties as assigned.

Physical Demands

• Ability to routinely work in a stationary position for long periods of time

• Ability to routinely move about to accomplish tasks or to move from one work area to another

• Ability to position self to bend, pull, and reach overhead and/or below shoulder level to perform filling functions, lifting, carrying, and moving of products/materials occasionally

• Ability to sit, stand, walk and use hands to grasp, handle or feel objects, tools, and product samples routinely

• Ability to ascend and descend ladders, stairs, scaffolding, and ramps occasionally

• Abilitytoworkwithheightsoccasionally

• Frequent sitting, walking, and standing; occasional climbing, stooping, kneeling, crouching, crawling, and balancing

• Ability to lift, carry, or otherwise move up to 50 lbs of products, materials, boxes, equipment, etc. occasionally

• Ability to work in outdoor conditions including high/low temperatures, inclement weather, wind, dust, humidity, etc., frequently

• Ability to frequently and quickly converse with and convey information to others on the phone and in-person

• Manual dexterity to routinely operate standard office equipment and keyboards

• Visual acuity including close vision, peripheral vision, depth perception, and the ability to adjust focus routinely to view documents and computer screens, operate motor vehicles, perform visual inspections, etc.

• Must continuously have the ability to differentiate colors precisely

• Ability to wear and work in PPE occasionally

• Ability to operate a motor vehicle and travel without assistance routinely

• Abilitytooperateamotorvehicleandsafelytraverse/navigatejobsitesinaconstant state of alertness routinely

Under This Roof, We Require

• High School diploma or GED required, Associate’s or Bachelor's Degree preferred

• 1-2 years of Salesforce experience

• 3+ years experience in a relationship-oriented technical service position

• 3-5 years of Roofing experience

• Ability to travel as necessary, including overnight stays as required

• Problem-solving and analytical skills

Under This Roof, We Also Value

• Ability to read Roof Reports, technical specs and Installation guidance and understand the complexity of assisting with the ordering of products

• Knowledge of roof theory and application, including “hands-on” ability

• Strong organizational and planning skills; proven follow-up ability; ability to teach others

• Proven ability to establish and maintain internal and external business relationships; exceptional interpersonal and communication skills – both verbal & written

• Confidence, assertiveness, tenacity, and resiliency

• Experience with Google Suite a plus

• Outgoing and energetic attitude

• Ability to multitask in a fast-paced environment, Highly organized with great attention to detail

• Ability to perform in a Hybrid Work Environment

• Ability to work professionally in a fast-paced environment, both independently and as a member of a team

How We Protect What Matters Most

• Weofferawiderangeofhealthinsuranceoptionsthatincludemedical,dental,and vision for you and your family.

• Our Family-Building benefits support the many different journeys to fertility and parenthood.

• Our robust 401K plan includes an employer match contribution with your pre-tax and/or Roth contributions.

• Other exciting programs and perks are available to help employees achieve work-life balance, including (but not limited to) a wellness program, free financial coaching, a referral program, and product rebates when purchased for an employee’s primary residence.

• Professional growth and development are very important to us! We offer internal training programs and courses, as well as a generous tuition reimbursement program.

• We put diversity and inclusion into action with our Employee Resource Groups, which unite employees based on common perspectives, identities, demographic factors, or out of a desire to be an ally.

GAF complies with federal, state, and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR Services at 833-HR-XPERT.

We believe our employees are our greatest resource. We offer competitive salary, benefits, 401k, and vacation packages for all full time permanent positions. We are proud to be an equal opportunity workplace and GAF, Standard Logistics, SGI, and Siplast are proud to be affirmative action employers. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or special need that requires accommodation, please let us know. If applying for positions in the U.S., must be eligible to work in the U.S. without need for employer sponsored visa (work permit).

Privacy Policy (https://www.gaf.com/en-us/about-us/privacy-and-legal/privacy-policy) CA Privacy Applicant Notice (https://www.gaf.com/en-us/about-us/privacy-and-legal/applicant-privacy-notice)

With 130+ years in the industry, GAF is the leading roofing manufacturer in North America. As a member of the Standard Industries family of companies, we are also part of the largest roofing and waterproofing business in the world.

Our communities help give our work meaning and the products we manufacture help protect what matters most. The shingles help to shelter the families living in the homes in our towns. The TPO helps protect what is under that hospital’s roof. In addition to quality products, we make sure they are installed by quality craftsmen and women. The full GAF portfolio of solutions is supported by an extensive national network of factory-certified contractors.

GAF continues to be the leader in quality and offers comprehensive warranty protection on its products and systems. Our success is driven by a commitment to empowering our people to deliver advanced quality and purposeful innovation and the desire to protect what matters most. ​