Technical Services Support Representative

Overview

Luxury Toilet Technical Call Center Support Representative

Come join the TOTO USA Family!

The bathroom is where we start and end our days - it's an everyday luxury we'd never want to do without. TOTO believes that people should have the greatest comfort, convenience and performance design possible in the bathroom. Improving people's lives is what inspires every TOTO innovation.

TOTO is one of the world's largest plumbing products manufacturers. We offer a complete line of residential and commercial plumbing fixtures and fittings, faucets, accessories, shower and flush valves, as well as lavatories, toilets, air baths and urinals. More than 1,500 TOTO engineers and their colleagues are committed to achieving the seamless integration of performance, conservation, technology, and innovation.

• Excellent benefit package which includes medical, dental, vision, and life insurance.
• Paid vacation, Paid Holiday & 401K, Company match after (1) one year that vests immediately upon participation
• Collaborative, dynamic work environment within a fast-paced awesome company

MAJOR FUNCTION:

Technical Services Support Representative provides technical assistance to customers, potential customers, sales, distributors, manufacturer representatives, etc. related to proper installation, product features, specifications, and applicable product to meet designated specification.

COMPETENCIES:

Technical Services Support Representative 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. Provides specifications of company products to architects, engineers, manufacturer representatives, field sales, etc. who are seeking to evaluate company products to determine if they meet local and state building codes. 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. Investigate, evaluate and approve repair claims of damaged products.

Performs and evaluates comparison testing of competitor products. Prepares and distributes test reports or other information to regulatory agencies in order to determine if the product meets state code requirements. Evaluate company products in accordance with certification standards. Provide input on installation manuals for new and improved products. Provide input on packaging specifications of company products for vendors.

Technical Services Support Representative provides demonstrations/tours for engineers, architects, etc. requiring technical information as needed. Trains new sales managers, customer service, manufacturer representatives, distributors, etc. on company products as needed. Assists Product Engineering Manager as needed. Troubleshoots and repairs company products as needed. Install and evaluate performance on new experimental products. Perform other duties as assigned.

Responsible for technical support to customers, potential customers, field sales, customer service, distributors, manufacturers’ representatives, etc. for all TOTO companies.

Daily exchange of technical information with customers, potential customers, field sales, customer service representatives, distributors, manufacturer representatives, etc.

Has a minimum of 3 years experience as a service and repair plumber / or call center support agent. A plumber’s license is desirable, but may be waived with adequate experience. Excellent verbal and written communication skills are mandatory. Candidates should be comfortable working with a personal computer using Microsoft operating system, in the Office environment.

Regardless of Position/Title, all employees are expected…