Position:  Customer Service – Technical Service Representative 

Location: Reno, NV - USA Parkway

Reports To:  Technical Service Supervisor

Day Shift - Monday thru Friday - 8:00am - 4:30pm

Office/Remote - Work Schedule

Quarterly / Bi-Annual Bounses

Job Summary:

The Technical Service Representative will be responsible for the intake, preliminary diagnosis, troubleshooting and escalation of uninstalled (fit, form, finish, and function) and installed claims for Schluter Systems. 

Primary Responsibilities:

• Serve as primary customer support point of contact for uninstalled (fit, form, finish, and function) and installed claims in North America
• Work closely with all Technical Services entities for training to ensure that product and process knowledge are well understood
• Have a continuous improvement mentality focusing on consistency, collaboration, efficiency and creating a positive customer experience
• Collaborate with internal and external stakeholders to troubleshoot and remediate customer claims of uninstalled product(s) regarding fit, form, finish, and function as well as installed product(s)
• Meet on a routine basis with management to provide updates and communicate challenges that need assistance for resolution
• Participate in and help coordinate information & training workshops for any applicable Schluter trainees as needed
•  Primarily maintains process/procedure documentation for the claims process but may be asked to assist with other Technical Services activities
• Assist with creation, review and implementation of improvement projects on an as needed basis
• Work cross functionally with employees of all educational backgrounds on a regular basis ensuring professionalism, transparency and collaboration are maintained and fostered
• Assist with the rollout and training on Technical Services and company policies & initiatives as needed. 
•  Monitor all processes surrounding uninstalled product claims (fit, form, finish, and function) along with installed claims process and identify deficiencies and propose solutions
• Attend regular meetings as necessary
• Occasional travel is required
• Other duties as assigned
• Represent Schluter Systems L.P. in a professional, positive, and enthusiastic manner in all matters
• 
  
• Skills/Requirements:
• Excellent verbal and written      communication skills
• Knowledge of MS Windows and MS Office
• Two (2) years customer service experience
• Ability to work in a team environment and take initiative
•  Proficient in conflict resolution
•  Experience tradesman or GC work is a plus
• Experience with CRMs and data entry
• Well organized and detail oriented
• Bilingual Spanish Highly Desirable
• Good attendance is required

Education Requirements

• High school diploma or equivalent
• Associates preferred or a combination of education and experience will be used to assess qualifications 

The duties and responsibilities described in the above job description is not a comprehensive list, additional job duties may be assigned to the employee and/or the scope of the job may change to meet business needs.

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base pay offered will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for additional benefits to the base pay range listed above.

Schluter Systems L.P. is an equal opportunity employer and does not discriminate on the basis of race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law. 

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