Senior Technical Specialist
About the role
Position Summary Responsible for providing escalated and elevated technical product support for our external business partners and internal Customer Service team. External business partners include but may not be limited to wholesalers, plumbers, specifiers, builders, consumers and other Masco Divisions. The goal is to deliver exceptional service by utilizing our core values in a timely, professional and courteous manner.
Primary Responsibilities
- Initial point of contact on Technical Service line for technical related inquiries and action pertaining to all Masco Canada product offerings. Service base includes, but is not limited to: Retail, Wholesale, Intercompany, Consumers, Customer Service Reps and Sales Agents within Canada and the US.
- Inquiries include, but are not limited to: technical assistance, specification questions, troubleshooting, repair and installation, features and benefits, product options / availability, where to buy parts, warranty coverage.
- Understanding of all Masco Canada product offerings and their functions in order to effectively handle all customers’ inquiries.
- Assist with walk in inquiries, as required.
- Communicate escalated technical inquiries directly to the appropriate department(s) to ensure a timely resolution and follow up.
- Respond to inquiries received via the Technical Service email box in a timely fashion. Ideally within our stated response time frame of 24 hours.
- Assist Consumer and Channel representatives with issue resolution as requested.
- Coach and mentor Consumer and Channel representatives as required.
- Responsible for the completion of the initial Product Inspection Request process steps which include, but are not limited to:
- Entry of PIR information in the Quality Assurance database as a result of receiving notification of nonconforming product from CSRs, Sales Reps or our customer base.
- Communicate any requirements for the de-allocation of product from customers’ orders to the Order Management Supervisor for the necessary follow up and action.
- As required, assist with Channel Services related telephone and email inquiries and action pertaining to all Masco Canada product offerings. Service base includes, but is not limited to: Retail, Wholesale, Intercompany and Sales Agents.
- As required, assist with Consumer Services related telephone and emails inquiries and action pertaining to all Masco Canada product offerings.
Hiring Range: $25.25 - $39.82 CAD
The salary range shown reflects the expected annual base salary for this open position, plus other wage amounts such as annual bonus, profit sharing, and commissions.
Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.
Masco Canada may use automated and AI-driven tools to screen, assess, and/or select applicants, and by proceeding with the application process, applicants give their express consent to such use by Masco Canada.
This posting represents an active vacancy for which the company is currently recruiting.
Company: Masco Canada Masco Canada (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.
About Masco Canada
Masco Canada takes pride in offering a collection of brands focused on delivering innovative water solutions to the building and home improvement market through our exceptional people, enduring brands, and extraordinary service. Our unsurpassed industry and market intimacy have enabled us to bring functional, design inspired products to the Canadian market for more than 100 years.
Masco Canada Ltd., a division of Masco Corporation, is a leader in the design, manufacture and distribution of numerous brands including: Delta®, Mirolin®, hansgrohe®, Brizo®, AXOR®, Peerless®, BrassCraft®, Master Plumber®, PlumbShop®, Waltec®, Liberty Hardware® and Cobra®.
Senior Technical Specialist
About the role
Position Summary Responsible for providing escalated and elevated technical product support for our external business partners and internal Customer Service team. External business partners include but may not be limited to wholesalers, plumbers, specifiers, builders, consumers and other Masco Divisions. The goal is to deliver exceptional service by utilizing our core values in a timely, professional and courteous manner.
Primary Responsibilities
- Initial point of contact on Technical Service line for technical related inquiries and action pertaining to all Masco Canada product offerings. Service base includes, but is not limited to: Retail, Wholesale, Intercompany, Consumers, Customer Service Reps and Sales Agents within Canada and the US.
- Inquiries include, but are not limited to: technical assistance, specification questions, troubleshooting, repair and installation, features and benefits, product options / availability, where to buy parts, warranty coverage.
- Understanding of all Masco Canada product offerings and their functions in order to effectively handle all customers’ inquiries.
- Assist with walk in inquiries, as required.
- Communicate escalated technical inquiries directly to the appropriate department(s) to ensure a timely resolution and follow up.
- Respond to inquiries received via the Technical Service email box in a timely fashion. Ideally within our stated response time frame of 24 hours.
- Assist Consumer and Channel representatives with issue resolution as requested.
- Coach and mentor Consumer and Channel representatives as required.
- Responsible for the completion of the initial Product Inspection Request process steps which include, but are not limited to:
- Entry of PIR information in the Quality Assurance database as a result of receiving notification of nonconforming product from CSRs, Sales Reps or our customer base.
- Communicate any requirements for the de-allocation of product from customers’ orders to the Order Management Supervisor for the necessary follow up and action.
- As required, assist with Channel Services related telephone and email inquiries and action pertaining to all Masco Canada product offerings. Service base includes, but is not limited to: Retail, Wholesale, Intercompany and Sales Agents.
- As required, assist with Consumer Services related telephone and emails inquiries and action pertaining to all Masco Canada product offerings.
Hiring Range: $25.25 - $39.82 CAD
The salary range shown reflects the expected annual base salary for this open position, plus other wage amounts such as annual bonus, profit sharing, and commissions.
Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.
Masco Canada may use automated and AI-driven tools to screen, assess, and/or select applicants, and by proceeding with the application process, applicants give their express consent to such use by Masco Canada.
This posting represents an active vacancy for which the company is currently recruiting.
Company: Masco Canada Masco Canada (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.
About Masco Canada
Masco Canada takes pride in offering a collection of brands focused on delivering innovative water solutions to the building and home improvement market through our exceptional people, enduring brands, and extraordinary service. Our unsurpassed industry and market intimacy have enabled us to bring functional, design inspired products to the Canadian market for more than 100 years.
Masco Canada Ltd., a division of Masco Corporation, is a leader in the design, manufacture and distribution of numerous brands including: Delta®, Mirolin®, hansgrohe®, Brizo®, AXOR®, Peerless®, BrassCraft®, Master Plumber®, PlumbShop®, Waltec®, Liberty Hardware® and Cobra®.