The purpose of the position is to provide first line of Product Support contact to clients, sales associates, vendors and installers. Manage and facilitate Product Support ticketing and call queue systems to help ensure excellent service levels. Manage plumbing and accessory inquiries, data collection and auditing of existing product information. Provide additional support to service organization as needed.
Act as first point of phone contact for Product Support plumbing and accessory inquiries and issues
Capture client contact and issue information using incident management tracking system
Route calls/incidents to appropriate Product Support Advisor based on client and issue information
Data collection and audit of existing product information
Research warranty statuses and place orders and collect payment appropriately
Assist in documenting issues, quality trends, and history spreadsheets
Assist in the management and creation of installation guidelines and care and maintenance protocols.
Partner with sales and product development in the resolution of installation and product quality issues.
Initiate and manage product return process where appropriate
Solid knowledge of advanced plumbing concepts/principles, functionality and installations
Ability to handle multiple priorities & communicate effectively (verbal and written) with internal/external sources
Superior customer service skills
2-5 years plumbing installation experience
Great communication (verbal and written) skills
Basic knowledge of tile and surfaces installations
Familiarity with technical drawings and installations guidelines
Excellent computer proficiency including MS Office (Word, Excel, PowerPoint); JD Edwards a plus
Good ability to understand and learn new technologies quickly