Customer Support Associate - Tier 2

Water Pumps Technical Support Associate - DAB Pumps - Ladson, SC

Summary Description:

Responsible for providing high-level product-specific technical information and support to customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.

Hours: Monday-Friday, 10am to 7pm EST

Please note we are open to someone being remote for this position if they have technical acumen in the water pumps space . Otherwise, the role is located at our US HQ in Ladson, SC.

Main Responsibilities:

• Provides technical support and troubleshooting for product lines through e-mail and phone to internal and/or external customers
• Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions
• Assists customers in implementing products and advises on their proper use
• Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use
• Tracks open customer issues and communicates the status to customers
• Order/determine replacement parts needed

Competencies & Skills:

• Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions
• Effectively communicates information and responds to questions with vendors, internal and external customers, and other employees of the organization
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Writes routine reports and correspondence
• Deals with problems involving several known variables in situations of complex nature
• Uses noncomplex and complex machines and equipment
• Proficient in relevant computer applications and ability to maneuver multiple systems at a time
• Ability to handle stressful situations appropriately

Education & Experience:

• High school diploma or equivalent required
• Associate degree in electrical engineering, mechanical engineering, or a related field preferred
• Three to five years of experience in technical, product-focused customer service practices and principles
• Working knowledge of water pumps, HVAC systems or plumbing highly preferred

DAB PUMPS is an equal opportunity employer and encourages workforce diversity.

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