Technical Service Representative I

Job Description

Job Description

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Our mission is protecting the world's water. We work every day to support the sustainability of our most precious resource, so our people know what they're doing matters.

Most importantly, you'll work with supportive teammates who have a strong work ethic and are committed to doing the right thing.

Join our team and do work that matters. Visit to learn more or check out the official job description (below).

Company Description:

Orenco Systems, Inc. (subsidiary of Infiltrator Water Technologies) is a manufacturer of innovative onsite and decentralized wastewater collection and treatment technologies. Solutions include community collection systems, advanced secondary treatment systems, watertight fiberglass tanks, and in-tank pumping and filtration systems. Orenco also manufactures high-quality standard, custom, and OEM controls, along with state-of-the-art fiberglass buildings, tanks, and enclosures.

Infiltrator Water Technologies is a market leader within the onsite wastewater treatment industry, Infiltrator manufactures a variety of revolutionary products and innovative, environmentally friendly alternatives to traditional stone and pipe leachfield and concrete septic wastewater system components. We sell our products through wholesale distribution across the United States and Canada for use on properties with onsite wastewater treatment systems.

GENERAL POSITION SUMMARY:

This is an entry-level position that exists to support Orenco's customers; the Technical Service Representative I attracts or retains customers by answering product and service questions, suggesting information about Orenco products and services, and documenting customer feedback on products and services. The Technical Service Representative I provides technical support, processes orders, prepares correspondence and fulfills customer needs to ensure customer satisfaction.

ESSENTIAL FUNCTIONS and KRA:

> Safety

• Continuously maintains Orenco management's safety, cultural, and professional standards.
• Promotes, encourages, and reinforces a positive safety culture, safe practices, and a safe work environment to all employees.
• Conducts all work in a safe manner and promotes safe work practices to all associates and clients.

> Customer Service

• Improves the overall customer experience by providing value-add product recommendations.
• Educates external stakeholders.
• Learns and demonstrates effective use of Integrity Selling.
• Grows our contact database of key external stakeholders to ensure they are receiving regular communication from Orenco.
• Stays logged into the customer service ACD (Automatic Call Distributor) loop and takes all incoming phone calls.
• Assists customers in determining their needs and offering appropriate solutions related to Orenco wastewater equipment.
• Troubleshoots and assists end users in resolving problems involving system installation, repair, and maintenance.
• Assists other team members within the Sales department with overflow calls, handling of purchase orders, web inquiries, and any other necessary backup support.
• Provides order status and shipment information to customers.

> Leadership

• Demonstrates leadership within the sales department and within the organization daily.
• Participates in all meetings and contributes ideas and opinions.
• Improves methods for internal and customer-facing processes.
• Participates in team, department, and organizational initiatives.
• Coordinates with various departments within Orenco as necessary regarding team initiatives and objectives.
• Sets and strives to complete annual personal development goals.

> Reporting

• Thoroughly documents all tasks and customer interactions in CRM (Customer Relations Management).
• Inputs, updates, and ensures accuracy of customer contact information in CRM.
• Becomes familiar with all Orenco-related products and technologies.
• Becomes familiar with state and local regulatory rules.
• Work is to be done during manufacturing business hours, however this position may on occasion work outside business hours to support department and business needs. Occasional long hours may be required.
• Will occasionally perform additional duties of the customer service, systems engineering, regional sales, and asset management teams.
• Regular, consistent, and predictable attendance is required.
• Performs other duties as assigned.

EDUCATION:

A high school diploma is required. A two year degree in a technical course of study and/or completion of college level coursework in biological sciences and math is a plus.

KNOWLEDGE/SKILLS/EXPERIENCE:

• Previous customer service or sales experience a plus.
• Ability to learn quickly and combine skills and knowledge to analyze and solve problems.
• Above average organizational skills are required.
• Ability to communicate in a professional, courteous, customer service-oriented manner.
• Exceptional verbal and written communication skills are required.
• Ability to successfully interact with individuals from diverse backgrounds and extreme variations in educational levels.
• Above average mathematics and algebra skills are required. College level algebra skills are preferred.
• Competent ability with applications such as word-processing, spreadsheets, and email.
• Ability to be flexible and adjust to priority changes with little notice and to remain calm during confrontational or high-pressure situations.
• Ability to use sound judgment and follow through in problem solving and decision making processes.
• Must be willing and able to trave Travel needs are determined by the department supervisory staff based on business need, required skill base, and assigned job tasks and responsibilities. Must be able to comply with current travel regulations and guidelines of airlines and destination locations.
• Must be able to meet and maintain Orenco's approved driver criteria; a valid driver's license, satisfactory driving record, current insurance on personal vehicle, and meet company insurability requirements.

TOOLS and EQUIPMENT:

Computer

General office equipment

Multi-line phone with intercom

Vehicle

WORKING CONDITIONS:

Primarily indoor office environment and may include limited time in production areas. May require the ability to visit project sites that are situated on a variety of developed and undeveloped terrain/locations. Includes exposure to outside weather conditions and occasional exposure to dust, other outside elements, and wastewater that may require the proper use of personal protective equipment including but not limited to gloves. Travel requirements may include operation of a motor vehicle, airplane travel, and overnight stays in temporary lodging.

PHYSICAL REQUIREMENTS:

Regular job duties include seeing, speaking, hearing, reading, writing, legible handwriting, keyboarding, prolonged periods of sitting including extended time viewing a computer screen. Intermittent physical activity includes but is not limited to touching, holding, grasping, pushing, pulling, reaching above shoulders and below knees, low back bending, twisting, turning, kneeling, crawling, stooping, squatting. standing, walking, and climbing stairs and ladders. Unassisted light lifting and/or carrying of under 20 lbs. is required. May also include occasional unassisted lifting and/or carrying of up to 50 lbs., lifting and/or carrying over 50 lbs. must be assisted. Operation of a motor vehicle and/or airplane travel may be required. Travel may require the ability to visit project sites that are situated on a variety of developed and undeveloped terrain/locations.