Technical Service Representative

Location: Oakville, Ontario, Canada
We are leading the search for a dynamic individual to join our client's team as a Technical Service Representative for their Oakville Ontario location. Our client is a global leading manufacturer of pool equipment.

This position is responsible for managing the customer experience by providing product support to dealers, distributors, and consumers on all products. Having the ability to troubleshoot technical product issues is necessary to succeed in this role.

  • Provide thorough and excellent technical assistance on all product lines to support dealers, consumers and service providers
  • Assess and fulfill warranty agreements in compliance with established warranty protocols
  • Respond promptly to ALL incoming phone, email and fax inquiries
  • Create and retain service incident records in our technical service database, ensuring accuracy at all times
  • Diagnose on the spot and dispatch Heater and Heat pump service calls to contracted service providers
  • Key in replacement part orders for item warranty calls into AS400 system
  • Consistently grow your technical knowledge on all product lines, both through formal training and individual study
  • Participate in industry trade shows and training seminars as required
  • Assist with training, projects or administrative duties in the off-season
  • Other duties as assigned.
  • 3 to 5 years (or more) experience in a Customer Service role
  • Previous experience in a technical role customer service role
  • Strong technical aptitude, willingness to learn a technology that is new to you
  • Ability to connect with customers, de-escalate scenarios and handle difficult situations and customers
  • Outstanding verbal & written communication skills
  • Proficiency in Microsoft Office products. Extensive use of Excel in particular
  • Ability to prioritize and utilize good judgment in decision making.
  • A desire to continuously learn new products and grow your knowledge in our business
We appreciate all applicants who submit a resume, however, please note that only the applicants who are selected for an interview will be contacted
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