Product Support Specialist

The Product Support Specialist serves as a quick-response technical resource to Culligan dealerships and a product resource to the Regional Technical Advisors, with emphasis on bottleless and ice products and applications. As part of a team, the Specialist responds to a steady volume of requests, and providing a relatively brief explanation or troubleshooting, assisting with varies product topics. The Specialist, conducts support requests, maintains the highest level of brand quality and reputation for Culligan, and supports Commercial Drinking Water team members, representing the technical information resource of our BLC business.

Responsibilities:

• Through continuous training, hands-on experience, and site visits, become a BLC product subject matter expert.
• Manage inbound requests from telephone, email and other means thoroughly and efficiently, maintaining contact log and notes for recall, analysis, and reporting.
• Interface with Product Management, Quality Assurance, teammates, and manufacturer’s representatives to convey consumer issues, identify or recommend corrective action to improve product quality and usability.
• Assist in development of product support resources as requested.
• Assist RTAs with in-field product training and support visits as requested.
• Perform other duties for product support as assigned.
  
  

Requirements:

• High school diploma required, some college or technical coursework desired.
• 5 years experience in a service or call center capacity dealing directly with consumers, ideally in an electrical based or water treatment industry.
• Ability to understand technical diagrams and technical content as well as strong computer skills using Microsoft Office Suite.
• Able to work and take direction remotely, as well as travel on occasion for training.
• Able to work well under pressure maintaining a calm and professional response to
• Strong oral and written communication skills, use of PowerPoint, and presenting to a group.
  
  

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies in this position:

Resourcefulness Customer Focus Team Player

Passion Integrity Accountability

Communication Tactful Diligence