Technical Advisor

Description

California Faucets is looking for a talented Technical Advisor, with strong customer service skills and a commitment to delivering on performance expectations. This role is based on site in our Huntington Beach, CA facility. The hours for this position will be Monday through Friday, full‑time from 8:00am – 4:45pm.

This role reports directly to the Director of Customer Service. As our Technical Advisor, your mission will be to provide the highest levels of service and support to our dynamic customer base. You’ll be the one on the front line to help us deliver our promise of superior customer service.

You’ll spend the majority of your time answering technical calls and emails and actively listening to identify their issues. The customers that you will interact with will be our territory reps, homeowners, plumbers, installers, and showrooms that carry our bathroom and kitchen products. A homeowner may inquire about a more technical issue such as how to set and install a drain.

You will answer detailed questions about our robust product line, troubleshoot issues, and walk end‑users and/or installers through the installation process. We will look to you to build strong customer relationships, earning their loyalty and trust.

In addition to these duties, the Technical Advisor will also:

• Input warranty and replacement orders, resolve customer inquiries, provide technical assistance, and more.
• Troubleshoot problems and work to provide solutions.
• Resolve a range of customer issues from product installation to resolving warranty concerns.
• Work with Customer Service, Production and Engineering to resolve inquiries.
• Perform additional assignments per manager's direction.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

This position has no supervisory responsibilities.

• The minimum educational requirement to successfully perform this position is a high school diploma or G.E.D. certificate.
• One (1) year of experience with installation of residential kitchen and bathroom plumbing fixtures.
• At least six (6) months of customer service experience.
• Proficiency in Microsoft Windows and all Microsoft Office applications.
• Knowledge of residential building codes is a plus.
• Experience in a manufacturing environment is a plus.
• Experience working with a fully integrated ERP system is a plus.
• Experience working with a CRM/case management system is a plus.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets, and bend as necessary. The employee will be required to lift/carry up to ten (10) lbs. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit, stand;

walk; use hands to finger, handle or feel; and reach with hands and arms.

• Ability to read, write, speak, and understand English fluently.
• Excellent interpersonal, organizational, and communication skills.
• Excellent verbal and written communication.
• The ability to explain things easily in ways that people can understand.
• Strong technical troubleshooting skills.
• A proactive approach to problem solving in addition to reliable follow-through on a variety of tasks.
• A sense of urgency and efficiency in all tasks.
• Excellent time management skills; must be able to handle multiple priorities simultaneously and meet deadlines.
• Ownership of all assigned areas of responsibility.
• Attention to detail and accuracy; must be able to recognize and resolve discrepancies.
• Team player with a positive, “can‑do” attitude that can work in a fast‑paced environment.
• Good judgement and discretion.
• Ability to meet or exceed the company’s attendance and punctuality standards.
• Ability to work overtime as needed.
• Use miscellaneous office equipment (ex: calculators, computers, copiers, etc.).