This fast-paced hands-on position will be responsible for handling incoming customer technical inquires, evaluating new products; analyzing failed product; simulating reported technical field issues; product troubleshooting; root cause identification; corrective action development; assistance with quality control staff and not limited to product training for HVAC products, and water heaters
§ Provides the highest level of front-line customer technical support in a fast-paced environment with a strong focus on customer satisfaction.
§ Be a product expert and understand each customer’s needs to provide real, effective solutions and deliver exceptional customer service.
§ Quickly and accurately evaluates and resolves internal and external customer requests for technical assistance / support pertaining to product application, installation, operating performance, field failure etc.
§ Trains customers and fellow employees on the use, application, trouble-shooting and safety aspects of company products as required.
§ Support activities of other departments as it relates to quality assurance and/or research and development
§ Investigate and analyze quality problems. Recommend solution and ensure that corrections are made.
§ Observes and analyses reported product application, installation and performance related problems and determines with management, the need for field support programs based upon safety concerns, potential liability, loss of sales or other appropriate rationale.
§ Investigate and report findings of all customer complaints.
§ Ensure compliance with organizational standards.
§ Performing routine QA analytical testing when necessary to support the operations.
§ Periodic travel may be required