Associate Technical Service Representative - (req48812)
Company: Kohler Company
Location: Kohler
Posted on: May 28, 2023
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Job Description:
Associate Technical Service RepresentativeWork Mode: HybridBASIC
FUNCTIONProvideworld class technical service at a high level of
complexity to internal andexternal customers. Analyze eachsituation
to determine the issue, research potential solutions, and offer
theappropriate action. Protect theintegrity of the Kohler Co.
brands by applying a well-crafted balance ofexceeding the
customers' expectations while making fiscally responsibledecisions
for the company.SPECIFIC RESPONSIBILITIESFunctional SkillsResolve
technically complex inquiries and issues associated with
Kohler/Sterling/Robern 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. CRM, portal, SAP, Intranet, Internet,
e-mail, phone system, 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/Robern 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/Robern 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.RELATIONSHIPS AND
CONTACTS:Supervisory Relationships:Reports to Manager/Supervisor -
Technical SupportOrganization Relationships:Field Sales
associatesCustomer Service associatesASR
CoordinatorsEngineeringMarketingManufacturingQualityTechnical
PublicationsExternal Business
Relationships:ASRsDealersDistributorsContractorsConsumersocation:
Remote Skills/RequirementsEDUCATION AND OTHER
REQUIREMENTS:Bachelor's degree preferred.Minimum of three years
customer service experience preferred.Minimum of two years
technical customer service experience required.Strong technical
aptitude required.Strong verbal and written communication skills
required. #LI-RemoteApplicants must be authorized to work in the US
without requiring sponsorship now or in the future.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 UsBeyond 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 www.kohlercompany.com. 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 status as a protected veteran. If,
as an individual with a disability, you need reasonable
accommodation during the recruitment process, please contact
kohlerjobs@kohler.com. 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 .
PDN-99132235-fb92-4102-af58-4905c627f587
Keywords: Kohler Company, Milwaukee , Associate Technical Service Representative - (req48812), Sales , Kohler, Wisconsin
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