Technical Service Representative I

SCHLUTER SYSTEMS L.P.•Sparks, NV

4d•$21 - $22•Onsite

About The Position

The Technical Service Representative will be responsible for the intake, preliminary diagnosis, troubleshooting and escalation of installed claims for Schluter Systems. This role serves as the primary customer support point of contact for installed claims in North America. The position requires a continuous improvement mentality, focusing on consistency, collaboration, efficiency, and creating a positive customer experience. The representative will collaborate with internal and external stakeholders to troubleshoot and remediate customer claims of installed product(s), and meet regularly with management to provide updates and communicate challenges. Participation in and coordination of information & training workshops for applicable Schluter trainees is also a responsibility. The role primarily maintains process/procedure documentation for the installed claims process but may assist with other Technical Services activities and improvement projects. The representative will work cross-functionally with employees of all educational backgrounds, ensuring professionalism, transparency, and collaboration. Assistance with the rollout and training on Technical Services and company policies & initiatives, monitoring the installed claims process to identify deficiencies and propose solutions, and attending regular meetings are also part of the role. Occasional travel is required, along with other duties as assigned. The employee will represent Schluter Systems L.P. in a professional, positive, and enthusiastic manner in all matters.

Requirements

Bilingual (English/Spanish) skills are highly preferred
Excellent verbal and written communication skills
Knowledge of MS Windows and MS Office
Two (2) years customer service experience
Ability to work in a team environment and take initiative
Proficient in conflict resolution
Experience with CRMs and data entry
Well organized and detail oriented
Good attendance is required

Nice To Haves

Bachelors required or a combination of education and experience will be used to assess qualifications preferred

Responsibilities

Serve as primary customer support point of contact for installed claims in North America.
Work closely with all Technical Services entities for training to ensure that product and process knowledge are well understood.
Have a continuous improvement mentality focusing on consistency, collaboration, efficiency and creating a positive customer experience.
Collaborate with internal and external stakeholders to troubleshoot and remediate customer claims of installed product(s).
Meet on a routine basis with management to provide updates and communicate challenges that need assistance for resolution.
Participate in and help coordinate information & training workshops for any applicable Schluter trainees as needed.
Primarily maintains process/procedure documentation for installed claims process but may be asked to assist with other Technical Services activities.
Assist with creation, review and implementation of improvement projects on an as needed basis.
Work cross functionally with employees of all educational backgrounds on a regular basis ensuring professionalism, transparency and collaboration are maintained and fostered.
Assist with the rollout and training on Technical Services and company policies & initiatives as needed.
Monitor all installed claims process and identify deficiencies and propose solutions.
Attend regular meetings as necessary.
Occasional travel is required.
Other duties as assigned.
Represent Schluter Systems L.P. in a professional, positive, and enthusiastic manner in all matters.