For over 100 years, Sloan has been the world’s leading manufacturer of water-efficient solutions that are built to perform, guaranteed to last, and are designed with promoting a healthy environment through water conservation. We have an immediate need for a Technical Support Representative based at our world headquarters in Franklin Park, Illinois.The individual in this role will act as the "front line" for the Company fielding product related inquiries and issues with a positive attitude to ensure a superior level of customer’s service.Responsibilities:Troubleshoots and answers inquires regarding product technical issues, installation, application, preventative and corrective maintenance. Inquires lead to the need to enter orders and returns for warranty material as deemed necessary based on inquiry regarding product technical issues. This includes handling customer service overflow inquires.Acts as a liaison between Sloan's customers and internal departments such as quality, engineering and manufacturing regarding product issues, information, training and installations.May travel to job sites to perform root cause analysis on product performance issues, installation and training as required. Assess liability concerns related to products. Recommends alternative solutions to resolve customer complaints.Determines product application feasibility and conformance to standards as required.Provides product training for internal and external customers.Assists in reviewing and proofing all product documentation related to product specification, installation instructions and maintenance guides.Coordinates and manages Sloan’s field test sites which includes product installation and tracking customer satisfaction and feedback. Interfaces with sales force and product managers.Analyze warranty data in SAP to identify trends. Evaluates warranty returns received back from the field as necessary.Requirements:Minimum High School Graduate. College level courses a plus.Minimum 3 years of customer service related background.Proficiency in MS Office including Word, Outlook, Excel. Familiarity with SAP a plus.Excellent communication, listening and problem solving skills are critical.Technical product knowledge a plus. Must have to ability to resolve customer issues along with strong organization skills. Knowledge of plumbing systems and products a plus.
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