Technical Plumbing Support Advisor

Waterworks • Atlanta, GA

1d • Hybrid

About The Position

As a Waterworks Technical Support Advisor, you will be the knowledge expert around our plumbing products and accessories, providing support to clients, sales associates, vendors and installers in a contact center environment and working with all channels of business. You will manage and facilitate product support ticketing and call queue systems to help ensure excellent service levels for all inquiries. Over time, you will be the on-site technical expert for pre, present and post installation support. You will act as the Waterworks service ambassador, providing a luxury brand service experience, building and maintaining relationships with Contractors, Plumbers and Installers. This role can be based remotely in the Southeast region, or hybrid out of our Global Headquarters in Danbury, CT.

Requirements

• 5 years’ experience hand-on plumbing sales or installation
• Sales, customer service and/or administrative support experience
• Solid knowledge of advanced plumbing concepts/principles, functionality, and installations
• Ability to work in a fast paced environment and be able to manage multiple priorities
• Excellent communication skills, both verbal and written within luxury brand guidelines
• Superior customer service skills
• Familiarity with technical drawings and installations guidelines
• Excellent computer proficiency including MS Office (Word, Excel, PowerPoint)
• Able to understand and learn new technologies quickly
• Require travel up to 40% to corporate office/job sites

Nice To Haves

• High end residential installation experience preferred

Responsibilities

• Act as the first point of phone contact on a phone queue for technical support inquires for plumbing and all other Waterworks product offerings
• Use incident management system to capture and track client contact, product, order, and issue information
• Research warranty statuses, 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
• Initiate and manage product return process where appropriate
• Data collection and audit of existing product information
• Work with Product Development & Engineering teams on product design feedback as necessary
• Anticipate challenges of managing special projects to provide proactive support as needed
• Provide onsite proactive support in the installation of Waterworks product, documenting site visit reports upon completion
• Escalation point for pre, present and post installation for designated special projects
• Partner with sales, quality control, and product development in the resolution of installation and product quality issues
• Identify and develop relationships with proposed preferred plumbers
• Other projects and tasks as assigned

Benefits

• We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan.
• We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day.
• The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees