Description

The Technical Services Representative will be responsible for the intake, preliminary diagnosis, troubleshooting and escalation of uninstalled (fit, form, finish, and function) and installed claims for Schluter Systems. 

RESPONSIBILITIES

· Serve as primary customer support point of contact for uninstalled (fit, form, finish, and function) and installed claims in North America. 

· Work closely with all Technical Services entities for training to ensure that product and process knowledge are well understood. 

· Have a continuous improvement mentality focusing on consistency, collaboration, efficiency and creating a positive customer experience.

· Collaborate with internal and external stakeholders to troubleshoot and remediate customer claims of uninstalled product(s) regarding fit, form, finish, and function as well as installed product(s). 

· Meet on a routine basis with management to provide updates and communicate challenges that need assistance for resolution. 

· Participate in and help coordinate information & training workshops for any applicable Schluter trainees as needed. 

· Primarily maintains process/procedure documentation for the claims process but may be asked to assist with other Technical Services activities. 

· Assist with creation, review and implementation of improvement projects on an as needed basis.

· Work cross functionally with employees of all educational backgrounds on a regular basis ensuring professionalism, transparency and collaboration are maintained and fostered.

· Assist with the rollout and training on Technical Services and company policies & initiatives as needed. 

· Monitor all processes surrounding uninstalled product claims (fit, form, finish, and function) along with installed claims process and identify deficiencies and propose solutions.

· Attend regular meetings as necessary.

· Occasional travel is required.

· Other duties as assigned.

Requirements

· Bachelors required or a combination of education and experience will be used to assess qualifications 

· Customer service experience is preferred

· Proficient in conflict resolution

· Experience tradesman or GC work is a plus

· Effective written and verbal communication

· Experience with CRMs and data entry

COMPANY BENEFITS 

· Competitive Compensation

· Generous Paid Time Off

· 10 Paid Holidays

· Medical, Dental & Vision Insurance

· Biannual Bonus Program

· 401k with Company Match

· Company Paid Life Insurance

· Annual Reviews and Merit Based Raises

· Room for Advancement and Career Growth

COMPANY DESCRIPTION

Schluter Systems is a family-owned and internationally renowned company that has been rapidly growing over the last 10 years. The Schluter brand is backed by a team of people working together to create a line of innovative products that provide solutions to the tile industry. We’re looking to build our team with individuals who like to think BIG and want to be part of what makes our products extraordinary. We are a company that treats its employees, suppliers, and customers as long-term partners. Where success is built on a win-win philosophy and everyone should benefit.
"Profit is not the goal of the business. Profit is the consequence of a job well done" Werner Schluter, Founder
Are you interested in a truly unique and special company? Hear from our employees on what it means to be part of the Schluter family: http://www.schluter.com/careers . Then if you’re ready to see life in Orange, talk to us about this career opportunity at Schluter Systems.

This pay range reflects the base hourly rate or annual salary for positions in this job grade, with the final offer depending on factors like experience, education, location, and other relevant considerations. Additionally, this role qualifies for extra benefits beyond the base pay range mentioned. 

At Schluter Systems, we are dedicated to creating an inclusive environment that celebrates diverse perspectives and ensures all individuals are valued and supported, without discrimination based on race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, training, compensation, benefits, and transfers. All employment decisions at Schluter Systems L.P. are based solely on merit, qualifications, and business needs.

#SSIND

Salary : $20 - $22