Technical Service Representative

Summary

Join Jacuzzi Group, a leading manufacturer of wellness solutions, as a Technical Service Representative! In this crucial role, you will provide exceptional customer service to dealers and service centers by addressing technical inquiries via phone and email. You will troubleshoot issues, provide part information and specifications, and ensure customer satisfaction. The position requires a minimum of two years of experience in product-based customer support, preferably within the bath, spa, or pool industry. Remote work is offered, along with a competitive salary and benefits package.

Requirements

• Minimum of two (2) years’ experience in a product-based customer support function
• Working knowledge of mechanical components, electrical troubleshooting and product repairs within the plumbing, pool and/or spa industry
• Proficient in utilizing Windows-based computer applications
• Ability to work both collaboratively and independently with little or no supervision
• Strong verbal and written communication skills

Responsibilities

• Manage high volume of inbound phone calls from our Dealer Network and Field Service Technicians. Assisting in Warranty concerns, problem analysis, troubleshooting, providing part numbers and product specifications
• Provide clear and concise verbal guidance on the process of repairing bath products and the installation of accessories
• Provide customers with information about the duration, status, and terms of warranties for different products, using the relevant serial numbers
• Serves as escalated level 2 Technical Support to our front line Consumer Service Team
• Identifies product failures and distinguishes between manufacturing defect and failures caused by non-manufacturing
• Issues work orders and processes repair parts orders
• Responsible for promptly and accurately addressing e-mails received in our technical queue
• Utilize CRM to create cases and coordinate order fulfillment
• Other duties as assigned

Preferred Qualifications

• Preferred experience would be in the bath, spa, pool, plumbing or electrical and home improvement industry
• Trade School or Associate Degree
• Bilingual in Spanish

Benefits

• Remote work
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance