SunSetter Products, makers of SunSetter Retractable Awnings (manual and motorized) is America's largest manufacturer of deck and patio awnings. We have earned this leadership position thanks to over half a million customers who are enjoying SunSetter Awnings all over America. SunSetter was acquired by Springs Window Fashions in 2016.
Job Summary:
- Provide service and technical support and product training to the whole SunSetter dealer network (before and after sale).
- Primary point of contact for escalated order concerns/trouble shooting and site visits.
- Must be able to lead and assist in measures and installations.
- Provide troubleshooting and creative solutions when required for complex jobs/job sites.
- Provide reporting to cross-functional team members, including Sales, Dealer Support, Product Development team, Technical Product Specialist, detailing issue resolution and educational improvements.
- Be a resource for our quality team, providing feedback from the field.
- In the off-season - technical support agent and help with documentation of technical documentation and training materials
- Onboarding new dealers for Costco Shop-at-Home program that will grow exponentially in 2025 - with limited exterior experience - will need support on install, measurements for exterior
- Work with SunSetter suppliers to help on training based on issues coming up in the field (example: work with Somfy on training for specific motor troubleshooting seen in the field).
- Support in new product launches into adjacent categories - specializing in installation, measurements, contracting - pre and post launch (in-field feedback for development of product and install materials; examples could be special tools needs, special installation issues, bringing info from the field that could inform product development pre-launch and post launch improvements). Examples of product launches - screens (recessed screens), pergolas
- Support TSMs
- Travel estimate: 20-30% during peak season (April - July)