Associate Technical Service Representative ($500 Sign on Bonus!)
Work Mode:Hybrid
Location:Hybrid - Kohler, WI (ideally 1x day/week on main campus for onsite collaboration or training)
$500 Sign on Bonus Available!
Opportunity
In this role, you will deliver top-notch technical service to both internal and external customers, while resolving complex technical issues for Kohler/Sterling/Robern products, manage warranty processes, and provide timely support to Sales Representatives and Customer Service Engineers. Maintain and update customer accounts, resolve escalated concerns, and utilize company systems proficiently. You will also represent Technical Support in cross-functional meetings, and authorize field inspections and repairs.
Specific Responsibilities
- Resolve technically complex inquiries and issues associated with Kohler/Sterling/Robern products pertaining to installation, performance, repair, or maintenance.
- 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.
- Investigate and solve complex or long-standing customer issues that have been escalated from different levels of Customer Service.
- 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/Robern 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/Robern 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 or GED required.
- Bachelor's degree preferred.
- At least (3) three years customer service experience preferred.
- At least (2) two years technical customer service experience preferred.
- Strong technical aptitude.Familiarity with CRM (Salesforce), SAP, and MS Suites preferred.
- Strong verbal and written communication skills.
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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.