Technical Service Representative

Job summary

The Technical Service Representative provides technical support and product information to dealers and customers via phone, email, and on-site visits. They are responsible for troubleshooting warranty issues, writing technical bulletins, and collaborating with the QA department to improve product quality.

Job details

Jacuzzi Group is a leading manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. With their headquarters in California and operations all over the world, Jacuzzi Group has been providing innovative wellness solutions for over 65 years. Reporting to the Customer Service Manager, the ideal candidate will interact with our customers to provide product technical and process information in response to inquiries, concerns, and requests for technical support on spa products and services. The incumbent will provide a high level of customer service for our English and French speaking dealer and service center base, primarily through handling phone calls and emails and on-site service as required. The Technical Support Specialist will work closely with Operations, Field Representatives, Quality and Customer Service implementing solutions that enhance the customer experience. WHAT YOU'LL DO Provide expertise to our dealers and customers to resolve technical, functional, and operational issues for spa and swim spa product Answer and respond professionally to technical dealer calls and emails with a customer first aptitude Provide verbal instruction and French translation as needed for repairing spas and installing accessories Perform service calls to the customer site as required Troubleshoot warranty related issues, providing customers with an explanation of warranty terms for various products Write technical memos and product bulletins to keep dealers current on product updates Work with the QA department on continuous improvement of our products Provide the organization with analysis regarding problems reported from the field Compensation is $55,000+ Fully fluent in French and English A minimum of 5 years’ experience with customer interaction in a manufacturing/industrial environment Strong technical aptitude and hands on capability in the field. Knowledge of spa products is an asset Working knowledge of mechanic components and electrical troubleshooting Demonstrated verbal and written communication skills. Excellent problem-solver, able to manage and resolve conflict Ability to work independently and effectively with co-workers and customers Knowledge of MS Office Suite, ERP systems Occasional travel, valid passport and driver’s license required Occasional overtime and weekend work may be required Understanding of electro-mechanical concepts is required Remote work 401(k) matching Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance

What you’ll do

The Technical Service Representative provides technical support and product information to dealers and customers via phone, email, and on-site visits. They are responsible for troubleshooting warranty issues, writing technical bulletins, and collaborating with the QA department to improve product quality.

Requirements

Candidates must be fully fluent in English and French with at least 5 years of experience in a manufacturing or industrial customer service environment. A strong technical aptitude, specifically in electro-mechanical systems, is required along with a valid passport and driver's license.

Benefits

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Technical support
• Customer service
• French translation
• Troubleshooting
• Warranty management
• Electrical troubleshooting
• Mechanical components
• Electro-mechanical concepts
• Problem-solving
• Conflict resolution
• MS Office Suite
• ERP systems
• Communication skills
• Technical writing

Job areas

• Customer Service & Support
• Manufacturing
• Engineering
• Trades

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