Technical Support Specialist

Company Description

Plumbing Matters. We make it better.

RWC is a market leader and manufacturer of water solutions for residential, commercial, and industrial applications. RWC’s portfolio of brands includes industry-leading brands: SharkBite® Push-to-Connect plumbing solutions; HoldRite® engineered plumbing and mechanical solutions; Cash Acme® control valves and John Guest® fittings and fluid dispense products; EZ-FLO™ and Eastman™ appliance connectors, supply lines, stop valves and gas connectors.

Position Summary

The Technical Sales Support’s job is primarily to provide technical assistance for customer inquiries, intercompany technical support and concerns and requests regarding products and services either by telephone and/or electronically.

Principal Responsibilities

• Serves as a technical contact for all channels and regions
• Work with Sales, Marketing, Quality Control, and Engineering regarding customer input and Product issues
• Respond promptly to customer inquiries via phone and email
• Handle and resolve customer complaints
• Obtain and evaluate all relevant information to handle inquiries regarding pricing, product availability and complaints
• Process orders of all types
• Process Warranty and Courtesy Replacement orders
• Record customer calls and emails into our Salesforce (CRM) system pertaining to inquiries, comments and complaints
• Record details of actions taken
• Communicate and coordinate with our Internal Sales Representatives (ISR)
• Communicate directly with our Manufactures Rep Agencies
• Assist in product set up spreadsheets for all channels
• Other duties as required

Essential Functions

• Ability to work in a team environment as well as being a self-starter of improvement projects
• Exceptional verbal and written communication skills
• Exceptional troubleshooting skills
• Must be able to communicate effectively, both verbally and in writing
• Must have the ability to work well within a business environ...