Waterworks

Plumbing Technical Support Advisor

Waterworks

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • United States

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About the role

  • Act as the first point of phone contact on a phone queue for technical support inquires for plumbing and all other Waterworks product offerings
  • Use incident management system to capture and track client contact, product, order, and issue information
  • Research warranty statuses, place orders, and collect payment appropriately
  • Assist in documenting issues, quality trends, and history spreadsheets
  • Assist in the management and creation of installation guidelines and care and maintenance protocols
  • Initiate and manage product return process where appropriate
  • Data collection and audit of existing product information
  • Work with Product Development & Engineering teams on product design feedback as necessary
  • Anticipate challenges of managing special projects to provide proactive support as needed
  • Provide onsite proactive support in the installation of Waterworks product, documenting site visit reports upon completion
  • Escalation point for pre, present and post installation for designated special projects
  • Partner with sales, quality control, and product development in the resolution of installation and product quality issues
  • Identify and develop relationships with proposed preferred plumbers
  • Other projects and tasks as assigned

Requirements

  • 5 years’ experience hand-on plumbing sales or installation; journeyman or master plumber
  • Sales, customer service and/or administrative support experience
  • Solid knowledge of advanced plumbing concepts/principles, functionality, and installations
  • Ability to work in a fast paced environment and be able to manage multiple priorities
  • Excellent communication skills, both verbal and written within luxury brand guidelines
  • Superior customer service skills
  • Familiarity with technical drawings and installations guidelines
  • Excellent computer proficiency including MS Office (Word, Excel, PowerPoint)
  • Able to understand and learn new technologies quickly
  • High end residential installation experience preferred
  • Require travel up to 40% to corporate office/job sites
Benefits
  • medical/dental/vision
  • 401k retirement savings plan
  • generous PTO program (vacation, personal and sick time)
  • summer half days
  • volunteer day
  • observes at least 8 federal holidays and a floating holiday
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
plumbinginstallationsalescustomer servicetechnical drawingsadvanced plumbing conceptsdata collectionauditproduct return processinstallation guidelines
Soft Skills
communication skillscustomer service skillsability to manage multiple prioritiesproactive supportrelationship developmentproblem resolutionadaptabilityteam collaborationattention to detailtime management
Certifications
journeyman plumbermaster plumber