Associate Technical Service Representative
Work Mode: Hybrid
Location: Hybrid - Kohler, WI
Opportunity
Provide world class technical service at a high level of complexity to internal and external customers. Analyze each situation to determine the issue, research potential solutions, and offer the appropriate action. Protect the integrity of the Kohler Co. brands by applying a well-crafted balance of exceeding the customers’ expectations while making fiscally responsible decisions for the company.
Specific Responsibilities
- Resolve technically complex inquiries and issues associated with Kohler/Sterling products pertaining to installation, performance, repair, or maintenance.
- Investigate and solve complex or long-standing customer issues with Kohler products, including “smart” or connected products, that have been escalated from different levels of Customer Service.
- With the input from Kohler Authorized Service Representatives (ASRs), determine if product is damaged or defective and administer the appropriate warranty procedure.
- Provide prompt and accurate service to Sales Reps and Customer Service Engineers via phone and/or email, taking ownership of product issues when appropriate.
- Effectively use empowerment guidelines to resolve product concerns and requests for labor; applies negotiation skills to situations where labor claims are unfounded or unsupported.
- Creates and/or maintains customer accounts by recording/updating account information.
- Maintain personal productivity and quality standards.
- Approach every internal and external customer interaction professionally, efficiently and with good communication skills.
- Understand and appropriately use the company’s systems (i.e. CRM, portal, SAP, Intranet, Internet, e-mail, phone system, scheduling software) and policies.
- Takes initiative to notify appropriate contact regarding deficiencies in product and/or literature.
- Represent Technical Support and the voice of the customer in cross functional meetings/initiatives as it relates to product and/or process.
- Advanced knowledge of Kohler/Sterling products; able to read and understand complex technical publications and diagrams.
- Perform order management for customers and Kohler Co. business partners.
- Proficient in all Kohler/Sterling products and warranties associated with those product lines.
- Assist the department as needed with scheduled tasks such as roaming, emails, letters and customer call backs.
- Authorize the dispatch of Kohler/Sterling Authorized Service Representatives to inspect and/or repair products as necessary in the field.
Skills/Requirements
- High School diploma required.
- Bachelor’s degree preferred.
- Minimum of three years customer service experience preferred.
- Minimum of two years technical customer service experience preferred.
- Strong technical aptitude.
- Strong verbal and written communication skills.
CUSTOM.PAY.TRANSPARENCY
Why Choose Kohler?
We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With more than 30,000 bold leaders across the globe, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives.
About Us
It is Kohler’s policy to recruit, hire, and promote qualified applicants without regard to race, creed, religion, age, sex, sexual orientation, gender identity or expression, marital status, national origin, disability or status as a protected veteran. If, as an individual with a disability, you need reasonable accommodation during the recruitment process, please contact kohlerjobs@kohler.com. Kohler Co. is an equal opportunity/affirmative action employer.
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