Technical Support Specialist

Technical Sales SupportPlease note this is not an IT support role, but a customer service positionPlumbing 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 SummaryThe 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 ResponsibilitiesServes as a technical contact for all channels and regionsWork with Sales, Marketing, Quality Control, and Engineering regarding customer input and product issuesRespond promptly to customer inquiries via phone and emailHandle and resolve customer complaintsObtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaintsProcess orders of all typesProcess Warranty and Courtesy Replacement ordersRecord customer calls and emails into our Salesforce (CRM) system pertaining to inquiries, comments, and complaintsRecord details of actions takenCommunicate and coordinate with our Internal Sales Representatives (ISR)Communicate directly with our Manufactures Rep AgenciesAssist in product set up spreadsheets for all channelsOther duties as requiredEssential FunctionsAbility to work in a team environment as well as being a self-starter of improvement projectsExceptional verbal and written communication skillsExceptional troubleshooting skillsMust be able to communicate effectively, both verbally and in writingMust have the ability to work well within a business environment and the ability to multitaskEducation, Knowledge, Skills and ExpertiseEducation: HS Diploma required, some college preferredExperience2+ years of experience in a technical sales supportKnowledge sufficient to discuss complex technical solutions with customers.Must be proficient in Microsoft Office Programs including Word, Excel and Power PointCompetenciesNeed 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 SkillsAbility to offer prompt, effective support to warehouse, plant and corporate office environments.Working Conditions and Physical DemandsThis 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.