Technical Support Coordinator

Kinetico Incorporated • Newbury Township, OH

13d

About The Position

The Technical Support Coordinator provides technical support for residential and commercial products sold through Kinetico’s independent dealer channel. The role assists customers with product installation and service issues through live phone conversations, virtual meetings, chats, and email, using technical field manuals and schematics to identify and resolve problems.

The coordinator creates and presents training materials, provides technical instruction to dealers, conducts in-field troubleshooting, and leads educational seminars at WQA trade shows. The position also prepares Return Authorization documents and evaluates returned products in a timely manner. Success requires sound product knowledge, professional customer communication, accurate documentation, adherence to procedures, and the ability to manage changing workloads while maintaining quality.

The position reports to the Manager Technical Support and works collaboratively with Sales, Marketing, Engineering, Manufacturing, Quality, and Field Service teams. It also interacts regularly with customers to identify and resolve product installation and service issues.

Requirements

• High school diploma with 3 to 5 years of related work experience.
• Mechanical and math aptitude.
• Ability to read schematics and technical documents.
• Good working knowledge of Kinetico products.
• Good customer relations skills.
• Good analytical and problem-solving skills.
• Good computer skills, including word processing and spreadsheet proficiency.
• Good mental and visual attention to detail.
• Good written and verbal communication skills.
• Good presentation skills.
• Good organizational skills and ability to multitask.

Nice To Haves

• Knowledge of Salesforce.

Responsibilities

• Provide technical guidance to customers by phone, virtual meeting, chat, or email, using technical field manuals and schematics to identify and resolve problems.
• Create training materials to educate customers on product installation and use.
• Prepare and present technical information in training settings for internal and external customers.
• Visit dealers to provide technical instruction and conduct in-field troubleshooting.
• Participate in WQA trade shows and lead educational seminars on product line capabilities.
• Provide customers with accurate Return Authorization documents and timely evaluation of returned products.
• Document customer cases accurately, thoroughly, and promptly in service logs, including who resolved the issue and why.
• Follow standard operating procedures and resolve customer issues in a timely manner.
• Manage time and adjust to workload in support of the team while maintaining quality standards.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED