Technical Support Rep
About this role
Job Description:
Business Title: Customer Service Product Support Representative – Technical/Warranty support
SUMMARY: This position is responsible for providing world class customer service to customers of Pentair. This is done by providing end-to-end customer support by promptly responding to inquiries regarding warranty, technical advice and problem solving.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Answer calls and emails in a courteous and professional manner while ensuring sufficient phone queue coverage at all times.
• Perform troubleshooting of product performance and application related inquires.
• Coordinate warranty returns (RGAs) in accordance with company policies.
• Accurately evaluate returned product with an understanding of what is or is not considered warranty, using this information to update quality records accordingly in SAP and CAR systems.
• Effectively communicate with cross-functional teams on a regular basis.
• Create product replacement orders or issue credit to customer accounts whenever applicable.
• Attend ongoing internal training to obtain technical knowledge of products in order to adequately address customer questions.
• Conduct product evaluation trainings internally and externally. Minimal travel may be required.
• Develop, implement, and maintain training materials as needed.
• Provide day-to-day problem resolution, especially through effective communications (via phone and email); this position is accountable for managing incoming mail and providing timely responses.
• Assist customers with product related questions.
• Accurately document & record technical support calls in Salesforce.com.
• Perform other tasks and duties as assigned.
YOU SHOULD: • Have obtained a High School Diploma or equivalent. • Have at least 1 year of professional experience in Customer Service, Sales, and/or Marketing • Familiar with MS Office applications; ability to operate all related equipment for the role. • Ability to adapt and grow in a changing environment. • Ability to work with cross functional teams. • Demonstrated excellent communication skills (written & verbal). • Demonstrated ability to prioritize duties, exercise good judgment, handle multiple tasks simultaneously, meet deadlines, and work in a fast-paced environment. • Display excellent organizational skills and a detail-oriented demeanor. • Previous experience working in an energetic team environment while displaying a pleasant / friendly style as well as a professional image.
WE LIKE, BUT DON’T REQUIRE:
• Bi-Lingual (English/Spanish/French) speaking a plus.
• Understanding of hydraulic or electro-mechanical systems, especially pump products is preferred.
• Hands-on experience working with installation, repair, maintenance, operation and troubleshooting of hydraulic or electro-mechanical
Equal Opportunity Employer
Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.