Technical Services Representative

Schluter Systems L.P•Plattsburgh, NY

8d•$20 - $22

About The Position

The Technical Services Representative will be responsible for the intake, preliminary diagnosis, troubleshooting and escalation of uninstalled (fit, form, finish, and function) and installed claims for Schluter Systems.

Requirements

Bachelors required or a combination of education and experience will be used to assess qualifications
Customer service experience is preferred
Proficient in conflict resolution
Experience tradesman or GC work is a plus
Effective written and verbal communication
Experience with CRMs and data entry

Responsibilities

Serve as primary customer support point of contact for uninstalled (fit, form, finish, and function) and 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 uninstalled product(s) regarding fit, form, finish, and function as well as 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 the 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 processes surrounding uninstalled product claims (fit, form, finish, and function) along with installed claims process and identify deficiencies and propose solutions.
Attend regular meetings as necessary.
Occasional travel is required.
Other duties as assigned.