What are the responsibilities and job description for the Technical Support Specialist position at TOTO USA, Inc.?
MINIMUM Education Level Required:
GED/HS DIPLOMA
This position requires driving a vehicle. You must successfully complete a motor vehicle history check, possess and maintain a current valid Driver's license in their state of residence.
Skills, Software, or Experience Required/Preferred below:
Has a minimum of (3) years’ experience as a service and repair plumber. Plumber’s license desirable, but may be waived with adequate exp. Excellent verbal and written communication skills. Comfortable working with a personal computer and in an Office environment.
MAJOR FUNCTION:
Handle calls, e-mails, and other correspondence from customers related to but not limited to Washlet/Neorest products. Customer Site Visits for Washlet and Neorest repairs. When necessary, provides technical assistance to customers, potential customers, sales, distributors, manufacturer representatives, etc. related to proper installation, product features, specifications, and applicable products to meet designated specifications.
COMPETENCIES:
- Responds to customer telephone and email inquiries regarding installation problems or malfunctions as well as provide step by step instructions to alleviate problems or malfunctions.
- Organizes RGA database for patterns and trends and submit a monthly report.
- Makes sure all products have been replaced and are accurate on chart.
- As appropriated, provides specifications of company products to architects, engineers, manufacturer representatives, field sales, etc.
- Compiles claim data in order to form trend analysis as well as make product improvements.
- Provides documentation to customers and regulatory agencies denoting product specifications in order to verify compliance with local and state codes.
- Explains products and features to customers, potential customers, architects, engineers, plumbers, distributors, etc.
- Provides field support to customer and sales in order to evaluate claims due to quality, faulty installation, etc.
- Evaluates company products in accordance to certification standards.
- Provides input on installation manuals for new and improved product and input on packaging specifications of company products for vendors.
- Trains new sales managers, customer service, manufacturer representatives, distributors, etc. on company products; and assists Product Engineering Manager as needed
- Microsoft Office Required
- Additional duties as assigned
Salary : $49,900 - $63,200