Technical Service Representative I

SCHLUTER SYSTEMS L.P.•Sparks, NV

5d•$21 - $22

About The Position

The Technical Service Representative I handles intake, preliminary diagnosis, troubleshooting, and escalation of installed claims for Schluter Systems. This role serves as the primary customer support contact for installed claims in North America and collaborates with internal and external stakeholders to troubleshoot and remediate claims involving installed products. The representative works with Technical Services teams to develop product and process knowledge, monitors the installed claims process, maintains related documentation, and helps identify and implement improvements. The role is based in Reno, Nevada, and reports to the Technical Service Supervisor. The schedule is Monday through Friday, 7:00 a.m. to 3:30 p.m.; occasional travel is required.

Requirements

Two years of customer service experience.
Excellent verbal and written communication skills.
Knowledge of MS Windows and MS Office.
Ability to work in a team environment and take initiative.
Proficiency in conflict resolution.
Experience with CRMs and data entry.
Well organized and detail oriented.
Good attendance is required.
High school diploma or equivalent.

Nice To Haves

Bilingual English/Spanish skills are highly preferred.
A bachelor's degree is preferred; a combination of education and experience may be used to assess qualifications.

Responsibilities

Serve as the primary customer support point of contact for installed claims in North America.
Work with Technical Services entities on training to ensure product and process knowledge are well understood.
Collaborate with internal and external stakeholders to troubleshoot and remediate customer claims involving installed products.
Meet routinely with management to provide updates and communicate challenges requiring assistance.
Participate in and help coordinate information and training workshops for applicable Schluter trainees as needed.
Maintain process and procedure documentation for the installed claims process and assist with other Technical Services activities as requested.
Assist with the creation, review, and implementation of improvement projects as needed.
Work cross-functionally with employees of varied educational backgrounds while fostering professionalism, transparency, and collaboration.
Assist with rollout and training on Technical Services and company policies and initiatives as needed.
Monitor the installed claims process, identify deficiencies, and propose solutions.
Attend regular meetings as necessary.
Represent Schluter Systems L.P. professionally, positively, and enthusiastically.
Perform other duties as assigned.