MAJOR FUNCTION:

Performs tasks in the after sales service of products based on verbal and written instructions such as but not limited to Standard Operations Procedures (SOPs), Standard Inspection Procedures (SIPs), Work Orders (WO’s).

TOOLS AND EQUIPMENT:

May include, but not limited to: hand tools, power tools, company van, storage unit, parts kits, voltage meter, testers, water valves, electronic components, after service manuals, company tablet, company phone, company gps, cameras, PPE, safety kits, disposal materials, etc... 

MATERIALS:

May include, but not limited to: Contact with: ABS plastic parts, silicone rubber parts, brass and stainless steel parts, cardboard boxes, wooden pallets, adhesive labels, vitreous china products. Contact with oil lubricant/preservative as well as powder mold release/preservative on vendor parts. Utilizes Windex, alcohol, acetone, Loctite, silicone oil, silicone grease and cleaners such as Lysol.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. MAIN DUTY - Performs repairs on Washlets, Neorest, or any TOTO products in the field.

2. MAIN DUTY - Call Center / Handles inbound customer calls, follow ups, scheduling, troubleshooting, etc…

3. Handles Tech Service email queues / chat queues as needed.

4. Showroom visiting, making a relationship, responding their inquiry

5. Must be able to travel on behalf of TUS. USA / Canada – Inspection / Repair / Other

6. Follows all company policies and procedures, including, but not limited to the employee handbook.

7. Must locate, read, understand, and follow SOP’s, SIP’s, and/or WO’s. 

8. Performs duties outlined in work instructions such as SOP’s/SIP’s.

9. May work with raw materials in the process.

10. Assembles/Inspects various parts in accordance to SOPs/SIP’s.

11. Maintains accurate inventory count as appropriate in process.

12. Performs quality checks during the process as outlined in SOP/SIP.

13. Maintains good housekeeping practices (safe, neat, and orderly work area per 5S program), follows all safety rules and abides by all applicable local, state and federal laws and regulations. Follows and supports ISO related activities, and encourages other associates to follow ISO recommendations. 

14. Assists with training personnel as needed.

15. Performs other duties as assigned.

16. Actively contributes to continuous improvement within their area as well as the After Service Department.

EDUCATION AND EXPERIENCE:

High school diploma, GED or equivalent with a minimum of 3 years mechanically related experience (Plumbing / HVAC / Electronic Repairs / etc.). Must be able to use the Windows platform and all related programs. Must possess basic mathematical and measurement skills (addition, subtraction, multiplication, division and an understanding of fractions and decimals). Ability to read and comprehend basic written instructions and procedures.

PHYSICAL REQUIREMENTS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Regularly required to stand, use hands to finger, handle, twist or feel; and reach with hands and arms.

2. Frequently required to walk; stoop, kneel or crouch; and speak or listen.

3. Frequently required to operate a vehicle for an extended about of time, maintaining an acceptable driver’s abstract.

4. Lifting as required in job and SOP 

5. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

6. Where appropriate the use of personal protective equipment (PPE) including, but not limited to, hearing protection, hard hats, disposable gloves, shoe covers, safety vest, safety shoes, and company uniforms/hats.

7. Repetitive bending/pulling.

8. Repetitive movements of fingers, hands, wrists and arms.

9. Ability to lift fifty pounds repeatedly.

10. Ability to protect a customer’s property, sanitation, and disposal of hazardous material (bio / electronic).

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment consists of an indoor office facility with limited heat in winter, not air conditioned in summer. Summer heat is moderate. Outdoor customer household. Minor exposure to odors from lubricants/preservatives as well as fumes from gas operated vehicles. Moderate noise levels are present. Job requires the use of personal protective equipment (PPE) that may include, but not limited to; protective gloves, ear plugs, safety glasses, protective sleeves, and safety shoes. Minimal possibility of accidents of a minor nature requiring first aid.

Regardless of Position/Title, all employees are expected to provide the highest level of customer service and kindness for the TOTO organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. As an employee, you are expected to perform other duties, as assigned.