Technical Support Representative
Description
Join the Latham family and help make backyard dreams a reality. Latham is the largest designer, manufacturer, and marketer of residential inground swimming pools with coast-to-coast operations.
Primary Role: The Technical Support Representative is responsible for providing field support and complex technical information and solutions to packaged pool dealers and distributors. The Technical Support Representative handles complex technical queries and responds to and/or resolves customer technical support questions issues or concerns. Acts as product subject matter expert in all Latham package pool products, practices, and procedures.
Duties and Responsibilities:
- Provide timely and accurate technical support and problem solving to customers including virtual jobsite evaluation via photos and video software.
- Meet goals and metrics assigned by department and organization (meeting/exceeding customer service order entry timeliness, quality, etc.)
- Coordinate with internal departments to ensure accurate dissemination of information to meet customer expectations. Provide customers with necessary information via multiple methods of communication to ensure a smooth order fulfilment or resolution of issues.
- Exhibits technical accuracy and conformance to company policies and practices
- Proactively communicate with customers on which department to contact next.
- Recommends corrective actions and improvement processes to mitigate customer concerns with department leadership
- Perform other duties as assigned.
Qualifications:
- High School diploma or equivalent required
- Associate’s or Bachelor’s preferred in a technical or related field
- 5+ years of work experience in a technical role
- Pool industry experience preferred; previous experience in service, manufacturing, distribution, or design a plus
- AutoCAD/CAD experience is required.
- Knowledge of ANSI/APSP standards as they pertain to packaged pools is beneficial.
- Demonstrated technical, mathematic and problem solving aptitude
- Strong time management and organizational skill.
- Excellent telephone and interpersonal skills
- Strong attention to detail.
- Strong computer skills including proficiency in Microsoft Office Suite and ability to learn new computerized systems and programs
- Ability to work with diverse customers and colleagues
Job Requirements:
- Ability to work alternative shifts or workweeks
- Ability to work overtime as required
- Ability to work at home/remotely as deemed necessary
The salary range for this position is $25.82-$33.41and the wage will be determined based on skill and experience