What are the responsibilities and job description for the Contract Technical & Warranty Support Rep I position at Fluidra North America?
Are you someone who prides himself or herself in providing top of the line customer service? Do you tinker with projects, get excited when a problem is solved and excel in a technical environment? As a Contract Technical & Warranty Support Rep at Fluidra, you will have the opportunity to assist customers nationally, providing top tier customer service for a wide range of technical products via phone, email, and chat. Our Company has a passion for exceeding customer expectations. This team works closely with our Loyalty Program and Customer for Life team in order to provide a well-rounded customer service department.
WHAT YOU WILL CONTRIBUTE
Provide troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with our warranty and service guidelines. Responsible for completing Tier 1 level product training, in support of pool owner customers with technical product inquiries. Responsible for documenting all customer service interactions and processing orders for replacement parts as necessary.
- Provide support to pool owner customers for inquiries surrounding troubleshooting, installation, warranty processes and other programs.
- Responsible for evaluating each non-warranty related accommodation thoroughly, and when necessary sending accommodations to customer, as well as tracking the dollars used in your individual discretionary non-warranty bucket to ensure allowance is not exceeded.
- Review and authorize warranty service work to be performed by independent service companies.
- Attend technical training classes in an effort to maintain current with troubleshooting products.
- Work with other team members to help achieve overall department goals and tasks.
WHAT WE SEEK
- Have 2 years’ experience delivering customer service with a positive attitude and cheerful disposition.
- Ability to type 50 WPM
- Able to work in a fast-paced environment and have the ability to multi-task
- Take direction well, and follow instructions carefully, but also must be comfortable using common sense and personal judgment to help determine the validity of a warranty claim
- At least 6 months of “hands on” troubleshooting and/or repair experience desired
- Strong written and verbal communication skills
- Possess a technical aptitude with an electrical or mechanical background
- Proficiency with MS Office tools
- Experience with Oracle EBS a plus
- Pool and Spa Industry experience a plus
- Call center experience a plus
EDUCATION
High school education or equivalent.
WHAT WE OFFER
An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:
- Paid Holidays!
- Company sponsored FUN events!
WHO WE ARE
Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry’s most recognized and trusted brands: Polaris®, Jandy®, CMP, S.R. Smith, and Zodiac®. We also sell products under the Cover‐Pools®, iAquaLink®, Grand Effects® , Dell® and Nature2® names. With these combined resources we’re able accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.
Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do: passion for success, honesty & trust, customer collaboration, teamwork and inclusion, learn and adapt, excellence and innovation.
Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization. Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.
