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)

Desired Skills and Experience

• Associate's Degree - preferred
• Ability to easily communicate with dealers and installers - great verbal and written communication skills
• Skilled trade experience
• Basic math and computer skills
• Strong attention to detail
• Previous experience with building codes and permits strongly desired (or willingness to learn them to help answer dealer question)

How We Work to Deliver a Best Experience: Our Culture

• Our Core Value: We do the right thing, always
• Our Seven Cultural Behaviors
• • Empowerment - We trust our people.
  • Ownership - We take 100% responsibility for our roles actions, and results.
  • Leadership - We all lead by example and talk direct with respect (DWR).
  • One Team - We are One Springs Team.
  • Customer First - We consider our customers' needs before every decision.
  • Continuous Innovation - We are constantly learning, innovating, and improving.
  • Speed - We define priorities and operate with a sense of urgency and agility.