Hybrid Plumbing Technical Support Advisor

at Waterworks

• Job title: Plumbing Technical Support Advisor
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Atlanta, United States

About the role

• Waterworks Plumbing Technical Support Advisor providing expert support on plumbing products and services. Building relationships with clients while managing ticketing and call queue systems in a hybrid role.

Responsibilities

• Act as the first point of phone contact on a phone queue for technical support inquires for plumbing and all other Waterworks product offerings
• Use incident management system to capture and track client contact, product, order, and issue information
• Research warranty statuses, place orders, and collect payment appropriately
• Assist in documenting issues, quality trends, and history spreadsheets
• Assist in the management and creation of installation guidelines and care and maintenance protocols
• Initiate and manage product return process where appropriate
• Data collection and audit of existing product information
• Work with Product Development & Engineering teams on product design feedback as necessary
• Anticipate challenges of managing special projects to provide proactive support as needed
• Provide onsite proactive support in the installation of Waterworks product, documenting site visit reports upon completion
• Escalation point for pre, present and post installation for designated special projects
• Partner with sales, quality control, and product development in the resolution of installation and product quality issues
• Identify and develop relationships with proposed preferred plumbers
• Other projects and tasks as assigned

Requirements

• 5 years’ experience hand-on plumbing sales or installation; journeyman or master plumber
• Sales, customer service and/or administrative support experience
• Solid knowledge of advanced plumbing concepts/principles, functionality, and installations
• Ability to work in a fast paced environment and be able to manage multiple priorities
• Excellent communication skills, both verbal and written within luxury brand guidelines
• Superior customer service skills
• Familiarity with technical drawings and installations guidelines
• Excellent computer proficiency including MS Office (Word, Excel, PowerPoint)
• Able to understand and learn new technologies quickly
• High end residential installation experience preferred
• Require travel up to 40% to corporate office/job sites

Benefits

• medical/dental/vision
• 401k retirement savings plan
• generous PTO program (vacation, personal and sick time)
• summer half days
• volunteer day
• observes at least 8 federal holidays and a floating holiday