TECHNICAL SERVICES GENERAL ASSISTANT- Fairburn, GA

TECHNICAL SERVICES GENERAL ASSISTANT

 Fairburn, GA

Department:  TECH SUPPORT

Classification: Salaried Non Exempt                                               

Division:        TOTO USA, Inc.

LOCATION: FAIRBURN, GA 

MAJOR FUNCTION:

Performs tasks within the Tech Support department, following verbal and written instructions such as Standard Operating Procedures (SOPs), management directives, and other assignments as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Follows all company policies and procedures, including those outlined in the employee handbook.
• Responds to customer inquiries via email and telephone, providing support to the Tech Service team.
• Compiles claim data within the Salesforce system to identify trends and support product improvement initiatives
• Assists management in creating and processing warranty parts and repair cases.
• Provides administrative support activities, including but not limited to:
  • Inputting labor claims data
  • Following up with customers
  • Distributing department information 
  • Other tasks as assigned.
• Provides administrative support activities, including but not limited to
• Provides product specifications to architects, engineers, manufacturer representatives, field sales, and others, helping them evaluate company products for compliance with local and state building codes.
• Collaborates with Sales, Claims, and Quality Assurance departments to complete Return Goods Authorization (RGA) case data.
• Works with the Washlet Repair department, following up on repair status, shipping issues, and billing inquiries.
• Performs other duties as assigned by management.
• Provides case and claims support for customers, sales, distributors, and other stakeholders. 

QUALIFICATIONS:

• High school diploma, GED, or equivalent.
• Minimum of 6 months of office work experience or equivalent relevant industry experience.
• Excellent verbal and written communication skills, with the ability to effectively communicate with diverse audiences.
• Ability to read and comprehend written instructions and procedures.
• Familiarity with using a personal computer (PC)
• Proficient in Microsoft Operating System (Windows)
• Proficient in Google Suite applications (Gmail, Google Drive, etc.).
• Basic data entry and record-keeping skills.
• Strong organizational and time management skills.
• Ability to prioritize and manage multiple tasks effectively.
• Detail-oriented with a focus on accuracy.
• Ability to work effectively both independently and as part of a team.

  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.

• Perform tasks that require a combination of standing, sitting, walking, stooping, kneeling, and crouching.
• Utilize hands and fingers to manipulate objects, handle materials, twist components, and feel textures or details.
• Reach with hands and arms to access and handle equipment, tools, and materials.
• Frequently communicate with team members and supervisors through speaking and listening.
• Lift and carry materials, equipment, or products as required by the job and in accordance with established Standard Operating Procedures (SOPs).
• Demonstrate the required vision abilities, including close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus, in order to perform job duties effectively.
• Consistently utilize required personal protective equipment (PPE) including, but not limited to, hearing protection, hard hats, disposable gloves, shoe covers, safety vests, safety shoes, and company uniforms/hats.
• Perform repetitive movements with fingers, hands, wrists, and arms.

WORK ENVIRONMENT: 

The work environment consists of an indoor office/manufacturing facility with limited heat in winter, limited air conditioned in summer. 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. 

SUPERVISORY RESPONSIBILITY:

• No direct supervisory responsibility.