ICP is seeking a
Product Support Specialist to join our team. The Product Support Specialist to serve as a technical expert and key liaison between customers, sales, marketing, customer service, and R&D.
This role combines technical problem-solving, customer support, product training, and new product development support. The successful candidate will help resolve complex field issues, identify root causes of product performance concerns, support new product launches, and deliver technical training to contractors, distributors, and dealers. This is an excellent opportunity for a coatings professional who enjoys working directly with customers while influencing product innovation and business growth.
This role is based out of our Andover, MA plant. Key Responsibilities:
Technical Support
- Provide expert technical support and product recommendations for paints, coatings, sealers, and related products.
- Respond to customer inquiries regarding application methods, performance expectations, and troubleshooting.
- Investigate technical complaints and field performance issues to identify root causes and recommend corrective actions.
- Prepare clear and concise technical reports and communicate findings to internal stakeholders.
- Conduct field visits to customer sites, distributors, and contractors to evaluate product performance and resolve technical concerns.
- Partner with Sales, Customer Service, Manufacturing, R&D, and suppliers to ensure timely resolution of customer issues.
- Serve as a trusted technical resource while balancing customer satisfaction with company objectives.
New Product Development and Launch Support
- Collaborate with Product Management and R&D to define product performance requirements and customer needs.
- Contribute market insights and field feedback to support product development priorities and roadmap planning.
- Coordinate competitive product evaluations and benchmarking activities.
- Support new product introduction and commercialization efforts.
- Develop and deliver technical training materials for new and existing products.
- Act as a field representative and voice of the customer throughout the product development process.
Training & Technical Education
- Deliver technical training programs for contractors, distributors, dealers, sales teams, and customer service representatives.
- Develop application best practices and educational resources to improve product performance and customer success.
- Promote safe and effective product use through hands-on demonstrations and technical presentations.
Administrative & Operational Support
- Maintain accurate records of customer interactions, investigations, field visits, and technical findings.
- Assist with customer complaint tracking, trend analysis, and reporting.
- Effectively prioritize multiple projects and customer requests in a fast-paced environment.
- Maintain a safe, organized, and compliant work environment.
- Support additional projects and initiatives as assigned.
Requirements:
- 5+ years of experience in architectural paints, coatings, construction materials, or a related industry.
- Understanding of coating technologies, surface preparation, application methods, and coating performance.
- Experience troubleshooting product performance and application-related issues.
- Ability to read, interpret, and explain Technical Data Sheets (TDS), Safety Data Sheets (SDS), and product specifications.
- Experience working directly with customers, contractors, distributors, or technical end users.
- Good verbal, written, and presentation skills.
- Strong problem-solving, analytical, and root-cause investigation skills.
- Proficiency with Microsoft Office.
- Ability to travel locally and nationally as needed.
- Experience with spray equipment, application tools, and coating systems preferred.
- Knowledge of construction, building materials, or specialty coatings markets preferred.
- Experience conducting product demonstrations and technical training programs preferred.
- Familiarity with complaint management, quality systems, or continuous improvement methodologies preferred.
- Strong safety mindset.
Our compensation is more than a paycheck; it's an investment in your future. Along with a competitive pay range, we offer a comprehensive benefits package designed to support your financial well-being, and personal health.
- Compensation: $75,000 - $90,000 a year. Actual pay is dependent on candidates' overall skills for the role
- Annual bonus eligible
- Progressive paid time off policy that empowers you to take the time you need to recharge
- 401K Employer contribution plan, with eligibility the first of the month following 90 days of employment
- Excellent health, dental and vision insurance packages to fit your needs
- A values-driven culture with colleagues that rally around People, Accountability, Trust and Execution
