Technical Support Rep

Pentair•Wright, WI

About The Position

This position is responsible for providing world class customer service to customers of Pentair. This is done by providing end-to-end customer support by promptly responding to inquiries regarding warranty, technical advice and problem solving.

Requirements

Have obtained a High School Diploma or equivalent.
Have at least 1 year of professional experience in Customer Service, Sales, and/or Marketing
Familiar with MS Office applications; ability to operate all related equipment for the role.
Ability to adapt and grow in a changing environment.
Ability to work with cross functional teams.
Demonstrated excellent communication skills (written & verbal).
Demonstrated ability to prioritize duties, exercise good judgment, handle multiple tasks simultaneously, meet deadlines, and work in a fast-paced environment.
Display excellent organizational skills and a detail-oriented demeanor.
Previous experience working in an energetic team environment while displaying a pleasant / friendly style as well as a professional image.

Nice To Haves

Bi-Lingual (English/Spanish/French) speaking a plus.
Understanding of hydraulic or electro-mechanical systems, especially pump products is preferred.
Hands-on experience working with installation, repair, maintenance, operation and troubleshooting of hydraulic or electro-mechanical

Responsibilities

Answer calls and emails in a courteous and professional manner while ensuring sufficient phone queue coverage at all times.
Perform troubleshooting of product performance and application related inquiries.
Coordinate warranty returns (RGAs) in accordance with company policies.
Accurately evaluate returned product with an understanding of what is or is not considered warranty, using this information to update quality records accordingly in SAP and CAR systems.
Effectively communicate with cross-functional teams on a regular basis.
Create product replacement orders or issue credit to customer accounts whenever applicable.
Attend ongoing internal training to obtain technical knowledge of products in order to adequately address customer questions.
Conduct product evaluation trainings internally and externally. Minimal travel may be required.
Develop, implement, and maintain training materials as needed.
Provide day-to-day problem resolution, especially through effective communications (via phone and email); this position is accountable for managing incoming mail and providing timely responses.
Assist customers with product related questions.
Accurately document & record technical support calls in Salesforce.com.
Perform other tasks and duties as assigned.