Job Responsibilities:
• For Canada Product Support, the Associate must be fluent bi-lingual, English and French speaking and writing skills.
• Observe and Learn to deliver a superior customer experience by assisting customers in diagnosing and resolving any technical issues related to our products. Communication with customers will be primarily via phone, with some interactions using other technology and mail.
• Maintain strong product knowledge and awareness of technical issues with products through hands on experience in returned goods processing in the plant.
• Approve, to authorized level, warranty shipments and field work.
• Monitor marketing literature, installation, and specification sheets for accuracy.
• Update parts guide and online parts systems.
• Initiate engineering change orders for new service parts.
• Recruit and maintain service agencies. Monitor all warranty claims through service agents.
• Partner with design team to participate in new product review as requested.
Job Requirements:
• Associates Degree in an electrical or mechanical field is preferred, or relevant work experience.
• Experience dealing with electro-mechanical troubleshooting or construction/remodeling trades, performing installations, training, or service.
• Understanding of electrical and mechanical codes and industry standards.
• Strong customer service and problem-solving skills.
• Proficient with Microsoft Office software (Word, Excel). Experience using a CRM system; Salesforce is preferred.
• Experience with wireless technology, SMART phones and other emerging technology is preferred.
• Experience with home networking and Wi-Fi technologies.
• Excellent communications and interpersonal skills.
Physical Requirements:
• Work in an office / remote setting, using a computer and on the phone for the workday.
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