Technical Support Rep

Business Title: Customer Service Product Support Representative - Technical/Warranty support

SUMMARY: This position is responsible for providing world class customer service to customers of Pentair. This is done by providing end-to-end customer support by promptly responding to inquiries regarding warranty, technical advice and problem solving.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
* Answer calls and emails in a courteous and professional manner while ensuring sufficient phone queue coverage at all times.
* Perform troubleshooting of product performance and application related inquires.
* Coordinate warranty returns (RGAs) in accordance with company policies.
* Accurately evaluate returned product with an understanding of what is or is not considered warranty, using this information to update quality records accordingly in SAP and CAR systems.
* Effectively communicate with cross-functional teams on a regular basis.
* Create product replacement orders or issue credit to customer accounts whenever applicable.
* Attend ongoing internal training to obtain technical knowledge of products in order to adequately address customer questions.
* Conduct product evaluation trainings internally and externally. Minimal travel may be required.
* Develop, implement, and maintain training materials as needed.
* Provide day-to-day problem resolution, especially through effective communications (via phone and email); this position is accountable for managing incoming mail and providing timely responses.
* Assist customers with product related questions.
* Accurately document & record technical support calls in Salesforce.com.
* Perform other tasks and duties as assigned.

YOU SHOULD: * Have obtained a High School Diploma or equivalent. * Have at least 1 year of professional experience in Customer Service, Sales, and/or Marketing * Familiar with MS Office applications; ability to operate all related equipment for the role. * Ability to adapt and grow in a changing environment. * Ability to work with cross functional teams. * Demonstrated excellent communication skills (written & verbal). * Demonstrated ability to prioritize duties, exercise good judgment, handle multiple tasks simultaneously, meet deadlines, and work in a fast-paced environment. * Display excellent organizational skills and a detail-oriented demeanor. * Previous experience working in an energetic team environment while displaying a pleasant / friendly style as well as a professional image.

WE LIKE, BUT DON'T REQUIRE:
* Bi-Lingual (English/Spanish/French) speaking a plus.
* Understanding of hydraulic or electro-mechanical systems, especially pump products is preferred.
* Hands-on experience working with installation, repair, maintenance, operation and troubleshooting of hydraulic or electro-mechanical

Pentair is an Equal Opportunity Employer. With our expanding global presence, cross-cultural insight and competence are essential for our ongoing success. We believe that a diverse workforce contributes different perspectives and creative ideas that enable us to continue to improve every day.