Plumbing/Technical Support Representative

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.

SPECIFICATIONS:

Has a minimum of (3) years experience as a service and repair plumber. Plumber’s license desirable, but may be waived with adequate exp. Excellent verbal and written communication skills. Comfortable working with a personal computer and in an Office environment.

COMPETENCIES:

• Provides input on installation manuals for new and improved products and on packaging specifications of company products for vendors
• Installs and evaluates performance on new experimental products
• Compiles claim data in order to form trend analysis as well as make product improvements
• 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
• Explains products and features to customers, potential customers, architects, engineers, plumbers, distributors, etc.
• Evaluates company products in accordance to certification standards
• Provides documentation to customers and regulatory agencies denoting product specifications in order to verify compliance with local and state codes
• Investigates, evaluates and approves repair claims of damaged products; and Troubleshoots and repairs company products as needed
• Prepares and distributes test reports or other information to regulatory agencies in order to determine if product meets state code requirements
• Performs and evaluates comparison testing of competitor products
• Trains new sales managers, customer service, manufacturer representatives, distributors, etc. on company products; and assists Product Engineering Manager as needed
• Additional duties as assigned.
• Provides demonstrations/tours for engineers, architects, etc. requiring technical information as needed
• Provides field support to customer and sales in order to evaluate claims due to quality, faulty installation, etc.