Technical Plumbing Support Specialist

This position is responsible for providing positive and proactive technical product service and installation support. This important role will collaborate closely with the Customer Solutions, Sales, Product Management, and Operations functions with a goal of creating a first-class brand experience across each touch point achieved through daily phone/email market support, customer/installer assistance & education, in effort to create smooth product installations and/or troubleshoot and resolve existing product placement., * Handle technical support cases through phone and email submission by taking ownership of customer issues reported and seeing problems through to resolution. This also entails handling & daily clearing of the techhelp email box & tech voicemails.

• Proactively research, diagnose, troubleshoot, and identify solutions of products in a timely and professional manner.
• Prioritize and manage several open issues at one time.
• Ensure customer satisfaction and promote positive representative relations through effective communication, installation and technical support while limiting exposure to all product quality costs (In-house and in the field activities).
• Establish customer satisfaction and promote positive representative relations while limiting exposure to warranty costs through effective processing of customer service and warranty claims by following standard policies and procedures.
• Compile, analyze, and report warranty and product problem information.
• Comply with organizational service strategy and ensure strategic alignment with the customer solutions group including but not limited to internal chat function monitoring and logging in/out of technical support queue phone lines.
• Facilitate ongoing support across all departments related to products including sales & customer solutions.
• Provide information of replacement parts including availability, price and buying locations to customers.
• Maintain a database of all customer solutions service materials and update materials based on industry changes and demands.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organization.
• Assist with other service issues as assigned.

Do you have experience in Research?, * Previous experience and/or comprehension in mechanical and plumbing installation/repair preferred.

· Possess the mechanical aptitude to assist the customer by diagnosing and troubleshooting the installation as well as educating the customer on best methods.

• Proactive, positive, and professional communications and touchpoints with both internal teams and external customers.

· Demonstrated ability to provide exceptional customer service and solutions.

· Ability to effectively communicate orally or in written form with internal and external contacts, within expected and/or agreed to timelines.

• Aptitude for utilizing emerging technologies and working knowledge of Microsoft Outlook, Word, Excel, Power Point and ERP / CRM systems

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance