Technical Product Support
About The Position
This role involves coordinating customer scheduling through outbound calls, partnering with other departments for triage and scheduling changes, and providing frontline telephone technical support. The position answers basic technical questions regarding equipment installation, product application, and cleaning/sanitation issues. Responsibilities include performing basic programming and chemical calibrations on automated controllers, developing knowledge of pool pumps, filters, and circulation systems, and gaining technical knowledge of dispensing equipment and dish machine parts for recommendations and part numbers. The role also requires communicating part number or equipment specification changes to Technical Service staff and developing knowledge of proprietary and commercially available software systems. Other duties may be assigned by leads, supervisors, or managers.
Requirements
- Two-year degree, typically in a related field.
- One or more years of work experience in a mechanical/electrical trade or technical service call center.
- Salesforce
- Call management systems
- Internal processes
- Products and equipment
Nice To Haves
- New hires may eventually become leaders and subject matter experts as the program matures.
Responsibilities
- Coordinates customer scheduling through outbound calls.
- Partners with other departments to triage calls and schedule changes.
- Provides frontline telephone technical support through the Corporate Technical Service Call Center.
- Answers basic technical questions on equipment installation, product application, and cleaning and sanitation problems.
- Performs basic programming and chemical calibrations on automated controllers.
- Develops basic knowledge of pool pumps, filters, and circulation systems.
- Develops basic technical knowledge of available dispensing equipment and dish machine parts to make part recommendations and provide part numbers.
- Communicates with Technical Service staff on part number or equipment part number and specification changes.
- Develops basic knowledge of their proprietary and commercially available software systems.
- Performs other duties as assigned by lead, supervisor, or manager.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Mid Level
Education Level
Associate degree
