Associate Technical Service Representative

Company: KOHLER
Location: Kohler
Posted on: August 6, 2022

Job Description:

Associate Technical Service Representative Location: Kohler, WI/Hybrid Opportunity Provide world class Customer and Technical Service at a high level of complexity to internal and external customers via phone and e-mail. Analyze each situation to determine the issue, research potential solutions, and offer the appropriate action. Protect the integrity of the Kohler Co. brands by applying a well-crafted balance of exceeding the customers expectations, while making fiscally responsible decisions for the company. Specific Responsibilities

• Resolve technically complex inquiries and issues associated with Kohler and Sterling products pertaining to installation, performance, repair, or maintenance.
• With the input from Kohler Authorized Service Representatives (ASRs), determine if product is damaged or defective and administer the appropriate warranty procedure.
• Provide prompt and accurate service to Sales Reps and Customer Service Engineers via phone and/or email, taking ownership of product issues when appropriate.
• Effectively use empowerment guidelines to resolve product concerns and requests for labor; applies negotiation skills to situations where labor claims are unfounded or unsupported.
• Creates and/or maintains customer accounts by recording/updating account information.
• Maintain personal productivity and quality standards.
• Approach every internal and external customer interaction professionally, efficiently and with good communication skills.
• Understand and appropriately use the company s systems (i.e. Salesforce, CRM, SAP, Intranets, Microsoft 365, Avaya Phone Tools, Internet, and Verint) scheduling software and policies.
• Investigate and solve complex or long-standing customer issues that have been escalated from different levels of Customer Service.
• Takes initiative to notify appropriate contact regarding deficiencies in product and/or literature.
• Represent Technical Support and the voice of the customer in cross functional meetings/initiatives as it relates to product and/or process.
• Advanced knowledge of Kohler & Sterling products; able to read and understand complex technical publications and diagrams.
• Perform order management for customers and Kohler Co. business partners.
• Proficient in all Kohler & Sterling products and warranties associated with those product lines.
• Assist the department as needed with scheduled tasks such as roaming, emails, letters, and customer call backs.
• Authorize the dispatch of Kohler & Sterling Authorized Service Representatives to inspect and/or repair products as necessary in the field. Skills/Requirements
  • Bachelor s degree preferred.
  • Minimum of five years customer service experience required, and technical customer service experience required.
  • Understanding of Smart Home Products preferred.
  • Strong technical aptitude required.
  • Strong verbal and written communication skills required. Why Work at Kohler Co.? Kohler Co.'s mission is to contribute to a higher level of gracious living for those who are touched by our products and services. We understand that it takes investment in our associates development to make that happen. So, we offer ongoing investment in each individual s personal development and the opportunity to collaborate with others across functions and roles at Kohler. In addition to the investment in your development, Kohler offers a benefits package including a competitive salary, health, vision, dental, 401(k) with company matching, and more! About Us Beyond the competitive benefits and compensation, Kohler proudly offers a rich history, steeped in creativity and a commitment to our associates and communities. We invite you to learn more about our culture and company at . It is Kohler s policy to recruit, hire, and promote qualified personnel in all job classifications without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or veteran status. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact . Kohler Co. is an equal opportunity/affirmative action employer. We invite you to learn more about equal employment opportunity by reviewing the Federal EEO is the Law and the EEO is the Law Supplement .

Keywords: KOHLER, Milwaukee , Associate Technical Service Representative, IT / Software / Systems , Kohler, Wisconsin