ROCKWOOL is seeking a French Bilingual Technical Services Specialist to join our Technical Services Team. You will provide technical support to ROCKWOOL internal personnel and external customers, to facilitate, promote and advise the use of ROCKWOOL products in a wide range of applications. This position will be based onsite in our Milton, ON head office, full time . This position reports to the Technical Services Manager and has no direct reports.

WHO WE ARE

Founded in 1937 in Denmark, ROCKWOOL transforms volcanic rock into sustainable, innovative products that improve lives and communities. With over 12,000 employees across 51 manufacturing facilities in 40+ countries, we share one common mission: to release the natural power of stone to enrich modern living. Sustainability is central to our business strategy. Through our partnership with One Ocean Foundation and in connection with our sponsorship of the Denmark SailGP team, we help raise awareness around ocean health challenges in an effort to accelerate solutions to protect it.

• Provide technical product and application support, via telephone, email and in person, in English and in French. Support is provided to internal personnel including Technical, Marketing, Sales and Specification teams, and external customers including specifiers, architects, resellers, and installers, such as contractors and DIYers
• Provide successful resolution to all customer complaints while reporting and escalating severe concerns or issues
• Perform work in a high volume technical call center environment to ensure inquiries are addressed and resolved timely and accurately
• Generate detailed and thorough records associated with phone and email support
• Attend and complete necessary trainings to maintain the requisite knowledge base to keep current with products and applications
• Support the development of a fundamental understanding of technical matters within ROCKWOOL Business Development and the sales organizations
• Develop and support internal and external training programs, including CEU development
• Evaluate the impact on the ROCKWOOL sales of the ROCKWOOL Technical services, using ROCKWOOL internal tools
• Develop processes to monitor competitor performance, and ensure best practices are integrated and adopted to maintain industry-leading performance
• Develop and maintain effective relationships with a range of industry counterparts
• Provide input on near and long-term strategies, as well as operational planning of the activities, to demonstrate commitment and leadership with respect to technical services.