Contract Technical & Warranty Support Rep I

Fluidra North America • Atlanta, GA

12d

About The Position

Fluidra is looking for a Contract Technical & Warranty Support Rep 1 to join our team in Atlanta, GA. WHAT YOU WILL CONTRIBUTE Provide mechanical and electrical troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with Fluidra warranty and service guidelines. Responsible for completing Tier 1 level product training, in support of pool owner customers with technical product inquiries. Responsible for documenting all customer service interactions and processing orders for replacement parts as necessary. Additionally, you will: Provide support to pool owner customers for inquiries surrounding troubleshooting, installation, warranty processes, and other Fluidra programs. Responsible for evaluating each non-warranty related accommodation thoroughly, and when necessary sending accommodations to customer, as well as tracking the dollars used in your individual discretionary non-warranty bucket to ensure allowance is not exceeded. Review and authorize warranty service work to be performed by independent service companies. Attend technical training classes in an effort to maintain current with troubleshooting products. Work with other team members to help achieve overall department goals and tasks. Other duties as assigned. WHAT WE SEEK Must be able to work in a fast-paced environment and have the ability to multi-task. Must take direction well, and follow instructions carefully, but also must be comfortable using common sense and personal judgment to help determine the validity of a warranty claim. At least 6 months of “hands on” mechanical and electrical troubleshooting and/or repair experience desired. Strong written and verbal communication skills. Must have 2 years experience delivering customer service with a positive attitude and cheerful disposition. Must be able to type 50 WPM. Possess a technical aptitude with an electrical or mechanical background.

Requirements

• Must be able to work in a fast-paced environment and have the ability to multi-task.
• Must take direction well, and follow instructions carefully, but also must be comfortable using common sense and personal judgment to help determine the validity of a warranty claim.
• At least 6 months of “hands on” mechanical and electrical troubleshooting and/or repair experience desired.
• Strong written and verbal communication skills.
• Must have 2 years experience delivering customer service with a positive attitude and cheerful disposition.
• Must be able to type 50 WPM.
• Possess a technical aptitude with an electrical or mechanical background.

Nice To Haves

• Experience with Oracle EBS a plus.
• Pool and Spa Industry experience.
• Call center experience.
• Proficiency with MS Office tools.

Responsibilities

• Provide mechanical and electrical troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with Fluidra warranty and service guidelines.
• Responsible for completing Tier 1 level product training, in support of pool owner customers with technical product inquiries.
• Responsible for documenting all customer service interactions and processing orders for replacement parts as necessary.
• Provide support to pool owner customers for inquiries surrounding troubleshooting, installation, warranty processes, and other Fluidra programs.
• Responsible for evaluating each non-warranty related accommodation thoroughly, and when necessary sending accommodations to customer, as well as tracking the dollars used in your individual discretionary non-warranty bucket to ensure allowance is not exceeded.
• Review and authorize warranty service work to be performed by independent service companies.
• Attend technical training classes in an effort to maintain current with troubleshooting products.
• Work with other team members to help achieve overall department goals and tasks.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees