Technical Support Representative

Come join the

TOTO USA

Family! The bathroom is where we start and end our days - it's an everyday luxury we'd never want to do without. TOTO believes that people should have the greatest comfort, convenience and performance design possible in the bathroom. Improving people's lives is what inspires every TOTO innovation. TOTO is one of the world's largest plumbing products manufacturers. We offer a complete line of residential and commercial plumbing fixtures and fittings, faucets, accessories, shower and flush valves, as well as lavatories, toilets, air baths and urinals. More than 1,500 TOTO engineers and their colleagues are committed to achieving the seamless integration of performance, conservation, technology, and innovation. Perks of the job,

• Excellent benefit package which includes medical, dental, vision, and life insurance.
• Paid vacation, Paid Holiday & 401K, Company match after (1) one year that vests immediately upon participation
• Collaborative, dynamic work environment within a fast-paced awesome company

MAJOR FUNCTION

Provides technical assistance to customers, potential customers, sales, distributors, manufacturer representatives, etc. related to proper installation, product features, specifications, and applicable product to meet designated specification.

COMPETENCIES

Responds to customer telephone and email inquiries regarding installation problems or malfunctions as well as provide step by step instructions to alleviate problems or malfunctions. Provides specifications of company products to architects, engineers, manufacturer representatives, field sales, etc. who are seeking to evaluate company products to determine if they meet local and state building codes. Compiles claim data in order to form trend analysis as well as make product improvements. Provides documentation to customers and regulatory agencies denoting product specifications in order to verify compliance with local and state codes. Explains products and features to customers, potential customers, architects, engineers, plumbers, distributors, etc. Provides field support to customer and sales in order to evaluate claims due to quality, faulty installation, etc. Investigate, evaluate and approve repair claims of damaged products. Performs and evaluates comparison testing of competitor products. Prepares and distributes test reports or other information to regulatory agencies in order to determine if the product meets state code requirements. Evaluate company products in accordance with certification standards. Provide input on installation manuals for new and improved products. Provide input on packaging specifications of company products for vendors.

ADDITIONAL RESPONSIBILITIES

Provides demonstrations/tours for engineers, architects, etc. requiring technical information as needed. Trains new sales managers, customer service, manufacturer representatives, distributors, etc. on company products as needed. Assists Product Engineering Manager as needed. Troubleshoots and repairs company products as needed. Install and evaluate performance on new experimental products. Perform other duties as assigned.

DIMENSIONS

Responsible for technical support to customers, potential customers, field sales, customer service, distributors, manufacturers representatives, etc. for all TOTO companies.

RELATIONSHIPS AND CONTACTS

Daily exchange of technical information with customers, potential customers, field sales, customer service representatives, distributors, manufacturer representatives, etc.

SPECIFICATIONS

Has a minimum of 3 years experience as a service and repair plumber / or call center support agent. A plumber s license is desirable, but may be waived with adequate experience. Excellent verbal and written communication skills are mandatory. Candidates should be comfortable working with a personal computer using Microsoft operating system, in the Office environment.

SUPERVISORY RESPONSIBILITY

No direct supervisory responsibility. Regardless of position or title, all TOTO employees are expected to provide the highest level of customer service and kindness for the organization. This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change or new ones may be assigned at any time with or without notice.

TOTO USA

is an Equal Opportunity Employer (EEO). All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

TOTO USA

provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and other applicable laws. We are committed to maintaining a drug-free workplace.