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Technical Support Representative

Employee Type : Full-Time
Industry : Manufacturing
Manages Others : Not Specified
Job Type : Service
Experience : At least 3 year(s)
Post Date : 03/23/16
Contact Information : jlopez@toto.com
MAJOR FUNCTION:
Provides technical assistance to customers, potential customers, sales, distributors, manufacturer representatives, etc. related to proper installation, product features, specifications, and applicable product to meet designated specification.
COMPETENCIES:
Responds to customer telephone and email inquiries regarding installation problems or malfunctions as well as provide step by step instructions to alleviate problems or malfunctions.
Provides specifications of company products to architects, engineers, manufacturer representatives, field sales, etc. who are seeking to evaluate company products to determine if meet local and state building codes.
Compiles claim data in order to form trend analysis as well as make product improvements.
Provides documentation to customers and regulatory agencies denoting product specifications in order to verify compliance with local and state codes.
Explains products and features to customers, potential customers, architects, engineers, plumbers, distributors, etc.
Provides field support to customer and sales in order to evaluate claims due to quality, faulty installation, etc.
Investigate, evaluate and approve repair claims of damaged products.
Performs and evaluates comparison testing of competitor products.
Prepares and distributes test reports or other information to regulatory agencies in order to determine if product meets state code requirements.
Evaluate company products in accordance to certification standards.
Provide input on installation manuals for new and improved products.
Provide input on packaging specifications of company products for vendors.
ADDITIONAL RESPONSIBILITIES:
Provides demonstrations/tours for engineers, architects, etc. requiring technical information as needed.
Trains new sales managers, customer service, manufacturer representatives, distributors, etc. on company products as needed.
Assists Product Engineering Manager as needed.
Troubleshoots and repairs company products as needed.
Install and evaluate performance on new experimental products.
Perform other duties as assigned.
DIMENSIONS:
Responsible for technical support to customers, potential customers, field sales, customer service, distributors, manufacturers' representatives, etc. for all TOTO companies.
RELATIONSHIPS AND CONTACTS:
Daily exchange of technical information with customers, potential customers, field sales, customer service representatives, distributors, manufacturer representatives, etc.
SPECIFICATIONS:
Has a minimum of 3 years experience as a service and repair plumber. A plumber's license is desirable, but may be waived with adequate experience. Excellent verbal and written communication skills are mandatory. Candidate should be comfortable working with a personal computer using Microsoft operating system, in the Office environment.
SUPERVISORY RESPONSIBILITY:
No direct supervisory responsibility.
If you meet these qualifications, please submit your resume and cover letter including salary requirements to jlopez@toto.com for consideration. Resumes without salary requirements will not be considered.

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