Product Support Technician

Old World Industries • Northbrook, IL

10d

About The Position

Our Product Support Technician provides both customers and consumers with technical support of our products. The Product Support Technician handles questions and concerns for all OWI automotive products including but not limited to, antifreeze, Heat transfer fluids, windshield wash fluid, wiper blades, diesel exhaust fluid, diesel exhaust fluid dispensing equipment, and automotive lighting.

Requirements

• 2+ years of consumer product or distributor channel customer service experience
• Automotive and/or Electronics or chemical background desirable
• Associate degree in Automotive Technology or equivalent experience preferred
• Microsoft Office and Outlook experience
• SAP and Salesforce experience preferred
• Great organizational skills with attention to detail
• Excellent interpersonal, verbal and written skills are essential
• Professional with strong communication skills
• Willingness to learn about and do hands on work with our products
• Ability to coach customers

Responsibilities

• Provide product technical assistance to customer and consumer technical inquiries via e-mail, telephone, or mail
• Troubleshoot, diagnose, resolve and process returns and defective/damaged product claims
• Document issues and corrective procedures
• Communicate information regarding product quality and other technical information to team members regularly
• Train consumers and customers on the proper use of our products
• Assist with the distribution of Safety Data Sheets
• Assist with maintenance of product claim database
• Assist with maintaining inventory of products used for consumer replacement
• Assist with collecting and sharing information regarding OWI and competitor products
• Work with and coordinate with other departments to resolve customer issues
• Review and compile issues related to patterns of product complaints
• Perform other duties as assigned

Benefits

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree