Customer Success - Technical Solutions Specialist

Viracon LLC

Viracon is a leader in architectural glass. We are the largest single site glass fabricator in the U.S. and one of the largest in the world. We offer over a million customizable options for customers unique specifications in the architectural glass industry.

We are looking for a Customer Success - Technical Solutions Specialist to join our team! In this position you will have a hand in the process of building some of the most elegant large-scale buildings across the world.

Learn more about Viracon by watching our YouTube video.

https://www.youtube.com/watch?v=Ho6R9kefDds

Function:
This role is essential in providing technical support and expertise related to our glass products and services. The successful candidate will work closely with customers and Viracon associates to ensure the successful implementation and performance of our glass solutions.

Essential Job Responsibilities:
1. Customer Support:
o Serve as the primary technical contact for customers and Viracon’s Sales organization, addressing and resolving technical inquiries related to Viracon products.
o Provide guidance and support during product selection, installation, and post-installation phases.

2. Technical Analysis:
o Analyze and interpret technical data, including product specifications, performance characteristics, and installation requirements.
o Calculate performance data, glass strength analysis and insulating glass unit sightlines.
o Review field reports and product quality related claims to ensure product performance meets specifications and customer expectations.
o Compose letters and documentation to resolve customer inquiries.

3. Training and Education:
o Develop and deliver technical training sessions and presentations for Viracon associates.
o Create and maintain technical documentation, including technical specifications, glazing guidelines and troubleshooting procedures.

4. Collaboration:
o Collabrate with engineering, manufacturing, and sales teams to address technical challenges and support product development efforts.
5. Quality Assurance:
o Monitor and assess product quality and performance claims, providing feedback for continuous improvement.
o Have a thorough understanding of Viracon's product capabilities, tolerances, and quality assurance procedures to understand how changing industry requirements could impact Viracon's production capabilities and new product development.

6. Problem Solving:
o Investigate and resolve complex technical issues, coordinating with internal and external resources as needed.
o Communicate solutions and recommendations to enhance product performance and customer satisfaction.
 
Qualifications:
1. Bachelor’s degree in Engineering, Architecture, or a related technical field (or equivalent experience).
2. Proven experience in a technical support or services role, preferably within the architectural glass or construction industry.
3. Strong understanding of glass products, installation techniques, and performance characteristics.
4. Excellent problem-solving skills with the ability to analyze and interpret technical data.
5. Effective communication and presentation skills, with the ability to convey complex technical information to non-technical audiences through written, virtual and in-person methods.
6. Proficiency in relevant software applications and tools including, but not limited to: finite element analysis (FEA), AutoCAD, Revit, Bluebeam, THERM, CMAST, Pyramid Analytics, LBNL Window and Optics. 
7. Ability to work independently and as part of a team in a hybrid work environment.
8. Ability to read, write and understand English

Viracon is an Equal Opportunity Employer
 

Apogee and our brands are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by state or federal law.