Dab Pumps Spa Technical Customer Support Associate - Tier 2 Send

Summary Description:

Responsible for providing high-level product-specific technical information and support to customers. Advises and recommends solutions to customers while presenting additional products and services as warranted.

Hours: Monday-Friday, 10am to 7pm EST

Please note we are open to someone being remote for this position if they have technical acumen in the pumps space. Otherwise, the role is located at our US HQ in Ladson, SC.

Main Responsibilities:

• Provides technical support and troubleshooting for product lines through e-mail and phone to internal and/or external customers
• Interacts directly with clients/customers to resolve technical issues in a timely manner; uses knowledge and expertise to discern appropriate solutions
• Assists customers in implementing products and advises on their proper use
• Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers; records these resolutions for general use
• Tracks open customer issues and communicates the status to customers
• Order/determine replacement parts needed

Competencies & Skills:

• Applies excellent judgment skills to properly evaluate situations and immediately provide effective solutions
• Effectively communicates information and responds to questions with vendors, internal and external customers, and other employees of the organization
• Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals
• Writes routine reports and correspondence
• Deals with problems involving several known variables in situations of complex nature
• Uses noncomplex and complex machines and equipment
• Proficient in relevant computer applications and ability to maneuver multiple systems at a time
• Ability to handle stressful situations appropriately

Education & Experience:

• High school diploma or equivalent required
• Associate degree in electrical engineering, mechanical engineering, or a related field preferred
• Three to five years of experience in technical, product-focused customer service practices and principles
• Working knowledge of water pumps, HVAC systems or plumbing highly preferred

DAB PUMPS is an equal opportunity employer and encourages workforce diversity.

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