Technical Support Coordinator

Job Description

Purpose:

The Technical Support Coordinator provides technical support for residential and commercial products sold through the Kinetico independent dealer channel.

Key Areas of Responsibility

• Provides technical guidance to customers via live phone conversation, virtual meetings, chats, or email, utilizing technical field manuals and schematics to assist in problem identification and resolution.
• Creates training materials designed to educate customers on the installation and use of the organization’s products.
• Prepares and presents technical information in various training settings to improve service and technical support to both internal and external customers.
• Increases customer proficiency in product application by visiting dealers to deliver technical instruction and perform infield troubleshooting.
• Participates in WQA trade shows, leading educational seminars on product line capabilities.
• Provides customers with accurate Return Authorization documents and timely evaluation of returned product.

Key Performance Indicators

• Professional communications with all customers.
• Demonstrated ability to establish rapport with customers.
• Adherence to standard operating procedures leading to correct problem resolution.
• Accurate, timely and thorough documentation of customer case in service logs; including who and why resolution.
• Time management and the ability to adjust to workload in support of the team while maintaining quality standards.
• Timely resolution of returned product (RA process) status.

Key Challenges and Decisions

The position requires a good working knowledge of multiple product lines and the ability to determine the appropriate course of action based on customer assessment, where the customer experience with Kinetico products varies greatly. The role applies standard procedures for troubleshooting but requires the ability to discern which technical data to access, how to utilize it to solve the problem, and how best to answer based on the level of experience or knowledge level of the customer.

Job Knowledge, Skills, and Experience

• High School Diploma with 3 to 5 years related work experience.
• Mechanical and math aptitude and the ability to read schematics and technical documents.
• Good working knowledge of Kinetico products.
• Good customer relations skills.
• Good analytical and problem-solving skills.
• Good computer skills including word processing and spreadsheet proficiency.
• Knowledge of Salesforce helpful.
• Good mental and visual attention to detail.
• Good written and verbal communication skills.
• Good presentation skills.
• Good organizational skills and ability to multi-task.

Organizational Context

The Technical Support Coordinator reports to the Manager Technical Support and works regularly and collaboratively with the Sales, Marketing, Engineering, Manufacturing, Quality and Field Service teams. Externally, the role interacts regularly with customers to identify and resolve product installation and service issues.

Our Commitment and Difference

Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the dedication of its founders, employees and distribution network, Kinetico has experienced tremendous success. The company has grown from a two-man, creative undertaking into a strong and dynamic organization.

Innovative technology and a strong commitment to customer satisfaction have distinguished the company and positioned Kinetico as a leader in today’s ever-changing water treatment industry manufacturing water…