Technical Support Coordinator

Job Description

Job Description

Kinetico is looking for a Technical Support Coordinator to join our commercial team.

The Technical Support Coordinator provides KineticoPRO Commercial customers with technical knowledge and expertise regarding the proper use of the organization’s products.

Key Responsibilities:

• Provides technical guidance to customers via live phone conversation, merged reality, chats, or email, utilizing technical field manuals and schematics to assist in problem identification and resolution.
• Identifies replacement parts using product manuals, CRM data, and customer communications.
• Contributes to the development of technical materials and documents designed to aid in Technical Support process and educate customers on the installation and use of the organization’s products.
• Communicates customer experiences with products to the Technical Support Manager to support continuous improvement of product capabilities.
• Provides customers with accurate return authorization documents and creates work orders to dispatch service according to procedures.
• Recommends additional Kinetico products, programs, and solutions to customers when appropriate for the customers best interest.

This list of responsibilities is not exhaustive. Other duties may be required to be undertaken which fall within the scope and general level of responsibility attached to the role.

What you will need to succeed:

Education & Qualifications:

• High School Diploma with 3 to 5 years related work experience.
• CRM experience (Salesforce preferred)
• Excellent customer relations skills.
• Good phone and computer skills.
• Good mental and visual attention to detail.
• Strong written and verbal communication skills.
• Good organizational skills and ability to multi-task.
• Good analytical and problem-solving skills.
• Mechanical and math aptitude.
• Preference for candidate who is flexible to working hours aligned with Pacific Time Zone

Competencies:

• Professional communications with all customers.
• Timely and correct resolution of customer questions.
• Accurate and timely maintenance of service logs and CRM data.
• Timely issuance of returned merchandise authorization documents.
• Maintaining a high percentage of first contact resolution without escalation.

Compensation:

• Salaried, Non-Exempt

Travel:

• None

Location:

• Newbury, OH
• Suwanee, GA

Why Join Kinetico:

• Medical, Dental, Vision and Prescription Drug Insurance Coverage
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• 401(k) Contribution Matching Program
• Employer Funded Defined Contribution Plan
• Paid Vacation, Holidays and Community Service Volunteer Time-off Benefit
• Wellness Program
• Educational Assistance Reimbursement Program

Our Commitment and Difference:

Founded in 1970, Kinetico was started by two engineers who pioneered the development of non-electric, fully automatic water treatment systems. Evolving from the Tangent Company, a small consulting design firm, Kinetico soon became a global organization of independent dealers, international distributors representing nearly 100 countries. Through the dedication of its founders, employees and distribution network, Kinetico has experienced tremendous success. The company has grown from a two-man, creative undertaking into a strong and dynamic organization.

Innovative technology and a strong commitment to customer satisfaction have distinguished the company and positioned Kinetico as a leader in today’s ever-changing water treatment industry manufacturing water softeners, along with a wide range of systems that improve water quality for general use, as well as those that provide high-quality drinking water for consumption. Kinetico products are Third Party certified to confirm quality and performance and complimented by the most comprehensive warranties in the industry.

Kinetico is part of the Axel Johnson Group of companies, a global organization and fifth generation company that continues to be successful in developing leading businesses.

Kinetico Incorporated is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

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