Project Coordinator, Technical Support

Work Mode:Hybrid

Location: Hybrid - Kohler, WI

Opportunity

At Kohler Company, we have a long-standing history of delighting our customers through the products and services that we offer. With an evolved focus on wellness and the products that evoke wellness, we are seeking a project coordinator with the skill set required to be successful at delivering an outstanding customer experience for Wellness Products with specific expertise in warranty administration, customer experience management, implementing corrective actions and overall process improvement.

The successful candidate for this role will possess an entrepreneurial mindset skilled in developing technical expertise with a service-oriented angle. In this position, you will be responsible for supporting the launch of and improvements to Kohler Wellness Products, warranty administration, and overall best in class customer experience. You will partner with new product development teams, inside sales and Wellness Products supply chain to drive a best-in-class experience as well as drive corrective actions through a test and learn mentality.

More about the Wellness Products business:

The newly created Wellness Products business has been charged with becoming the premier Mind & Body Wellness provider for at home and professional spa sanctuaries. The objective of this business is to not only grow an already wellness-centric product portfolio but also create a clearly differentiated go to market strategy with a tailored angle to captivate the target audience with unforgettable showroom and digital destinations. Applicants must be passionate about wellness and having expertise in the ever-growing market is a plus! Given the start-up nature of this business, applicants must possess a bias for action, an ability to continually assess with openness to pivoting as the market dynamic changes and must be team-oriented with a willingness to dive in and support with whatever is needed. Prior start up experience is preferred.

Specific Responsibilities

• Owns the technical support function for Wellness Products, working closely with new product development and inside sales teams to develop decision trees and technical service guides required to launch and support new wellness products in the market.
• Responsible for taking customer calls and e-mails for troubleshooting and warranty resolution, as needed, to facilitate connection to customer interactions and processes in the interest of continuous improvement.
• Takes ownership of customer escalations, consolidates the number of touchpoints/interactions and develops tailored solutions as the customer's single point of contact with Kohler Co.
• Works with cross-functional teams to develop training for all internal, technical stakeholders such as inside sales and customer service as well as externally for authorized installers and authorized service representatives. Leads technical training events when required, in partnership with Engineering and Quality teams.
• Collaborates with the business team to develop a strategy to drive a recurring revenue model for preventative maintenance for key categories like ice bath and sauna.
• Consolidates customer feedback from inside sales, customer service and product marketing to ensure that key technical learnings are captured and driven back through the new product development process.
• Responsible for shared ownership of key service and warranty quality metrics; collaborates with inside sales and product category leaders to drive focus on the customer and end consumer experience, with accountability through shared metric ownership.
• Drives the development and evolution of customer self-service tools through Kohler.com and other technology as applicable; works more broadly with the overall Technical Support Team to monitor, maintain and improve the customer experience through knowledge sharing across the team.
• Manages technology (Salesforce Service Cloud) enhancements and associated regression testing. Identifying and prioritize enhancements and incidents to create great customer experiences.
• Works with Quality and CPD resources to identify trends in product quality and partner cross-functionally to raise awareness and drive corrective action amongst necessary departments.

Skills/Requirements

• Bachelor's degree preferred.
• Minimum 5 years of customer service/warranty administration, or related field experience required.
• Highly developed technical aptitude required.
• Wellness product experience is a bonus.
• Strong written and verbal skills required.
• Familiarity with warranty and labor claims.
• Experience in maintaining internal and external relationships is highly desired.
• Strong analytical skills required.
• Thrives in a team environment; strong at problem solving.
• Ability to stay composed when under pressure.
• Confidence to negotiate in difficult situations.
• Must possess a passion for creative problem solving, balanced with the skill set to organize and plan. Must possess substantial skills in written and oral communication with all levels of management and customers.

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.