Technical Support Specialist

Job Description

Job Description

*Please note this is not an IT support role, but a customer service position

Company Description

Plumbing Matters. We make it better.

RWC is a market leader and manufacturer of water solutions for residential, commercial, and industrial applications. RWC’s portfolio of brands includes industry-leading brands: SharkBite® Push-to-Connect plumbing solutions; HoldRite® engineered plumbing and mechanical solutions; Cash Acme® control valves and John Guest® fittings and fluid dispense products; EZ-FLO™ and Eastman™ appliance connectors, supply lines, stop valves and gas connectors.

Position Summary

The Technical Sales Support’s job is primarily to provide technical assistance for customer inquiries, intercompany technical support and concerns and requests regarding products and services either by telephone and/or electronically.

Principal Responsibilities

• Serves as a technical contact for all channels and regions
• Work with Sales, Marketing, Quality Control, and Engineering regarding customer input and product issues
• Respond promptly to customer inquiries via phone and email
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
• Process orders of all types
• Process Warranty and Courtesy Replacement orders
• Record customer calls and emails into our Salesforce (CRM) system pertaining to inquiries, comments, and complaints
• Record details of actions taken
• Communicate and coordinate with our Internal Sales Representatives (ISR)
• Communicate directly with our Manufactures Rep Agencies
• Assist in product set up spreadsheets for all channels
• Other duties as required

Essential Functions

• Ability to work in a team environment as well as being a self-starter of improvement projects
• Exceptional verbal and written communication skills
• Exceptional troubleshooting skills
• Must be able to communicate effectively, both verbally and in writing
• Must have the ability to work well within a business environment and the ability to multitask

Education, Knowledge, Skills and Expertise

Education: HS Diploma required, some college preferred

Experience:

• 2+ years of experience in a technical sales support
• Knowledge sufficient to discuss complex technical solutions with customers.
• Must be proficient in Microsoft Office Programs including Word, Excel and Power Point

Competencies:

• Need to possess strong interpersonal skills and the ability to communicate effectively with internal and external business partners.
• Must work efficiently, independently with accuracy, maintain confidential information, exercise sound judgment, make accurate and timely decisions.
• Have experience and the ability to multi-task and work independently in a fast paced environment, and have strong analytical and problem solving skills.

Specialized Skills:

• Ability to offer prompt, effective support to warehouse, plant and corporate office environments.

Working Conditions and Physical Demands

• This position will be primarily in an office environment but may also include time in the warehouse, manufacturing plant and other locations.
• Minimal, if any, travel.
• Job requires both sitting and standing and agile flexibility to move and connect equipment in various set-ups. Excellent vision, hearing, speech and motor skills are required to perform essential functions of the job.