Technical & Warranty Support Rep I

About the Role

Provide mechanical and electrical troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with Fluidra 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.

Responsibilities

• Provide support to pool owner customers for inquiries surrounding troubleshooting, installation, warranty processes, and other Fluidra programs
• Evaluate each non-warranty related accommodation thoroughly, and when necessary send accommodations to customer, as well as track 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
• Other duties as assigned

Qualifications

• Must be able to work in a fast-paced environment and have the ability to multi-task
• Must 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" mechanical and electrical troubleshooting and/or repair experience desired
• Strong written and verbal communication skills
• Must have 2 years experience delivering customer service with a positive attitude and cheerful disposition
• Must be able to type 50 WPM
• Possess a technical aptitude with an electrical or mechanical background
• Education: High school diploma or equivalent

Preferred Skills

• Experience with Oracle EBS a plus
• Pool and Spa Industry experience
• Call center experience
• Proficiency with MS Office tools

Benefits

• 2 weeks of paid vacation (9 accrued)
• 11 paid Holidays
• Full range of health benefits including medical, dental & vision, short & long-term disability
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
• Health and wellness programs / gym reimbursement
• Educational assistance up to $7,000 per year
• Company sponsored FUN events
• Generous product discounts