JOB DESCRIPTION SUMMARY
Responsible for providing technical support, via phone or in person, for all product lines to wholesalers, contractors, architects, engineers, homeowners, etc.; receiving and reviewing chemical compatibility requests; troubleshooting products upon installation; assisting customers with code compliance questions; providing support to customers regarding general plumbing and heating questions; providing customers with information required to successfully market, sell, install and troubleshoot Viega products; monitoring and maintaining call logs and monitoring Plumbing mailbox.
JOB DESCRIPTION DETAILS
Provide technical support, via phone or in person, for all product lines to wholesalers, contractors, architects, engineers, homeowners, etc.; ask questions in order to determine root cause analysis; recommend corrective solutions; if unable to resolve, collaborates with team and/or other departments in order to provide prompt resolution.
Receive and review chemical compatibility requests from customers and sales to verify that proper information has been provided and all documentation is in order; funnel requests through appropriate channels; provide results; determine appropriate application requirements; update and maintain log of requests.
Troubleshoot products upon installation; determine root cause analysis; determine best resolution; if problem is product related, direct the customer to the appropriate department for return authorization and quality inspection; troubleshooting may include but is not limited to: radiant controls, radiant piping, product installation, component location, etc.
Provide troubleshooting assistance with sizing information and data for mechanical piping systems, such as plumbing and heating applications, including but not limited to friction loss, flow rate calculations, pump sizing assistance, etc.
General Questions and Training
Attend training classes, read manuals, attend seminars, etc. in order to gain product knowledge and keep up to date on products and industry standards.
Assist customers with code compliance questions, including determining current local code, referencing local or national codebooks, and/or contacting local inspector to determine codes specific to our products and systems.
Provide support to customers regarding general plumbing and heating systems questions, including but not limited to piping accessories, fixtures, appliances, etc.
Provide customers with information required to successfully market, sell, install and troubleshoot Viega products: including but not limited to providing technical information in written form such as Tech Data Sheets, Installation Manuals, Product Specifications Sheets, etc.
Mailbox and Call Log
Monitor and maintains call log in order to adequately track incoming calls, including customer type, location, product line, answered by, call time, etc.; additional information may be gathered and reported as necessary.
Monitor Plumbing Mailbox for incoming technical support inquiries, responds to inquiries in a timely manner in order to provide the highest level of service.
- Update and maintain monthly Fun Facts Intranet questions to aide in educating employees.
Will occasionally submit topics and technical information for monthly Viega Voice.
Attends meetings as required and/or assigned.
Performs other duties as required and/or assigned
Knowledge, Skills and Abilities
- Knowledge of plumbing and/or heating systems through sales, installation or technical support experience, preferred.
Mechanical Aptitude, preferred.
Knowledge of computer programs including but not limited to Microsoft Word, Excel, Outlook, and PowerPoint.
Ability to read blueprints
Ability to understand product data and technical terminology
Education, Certification/License & Work Experience
High School Diploma
The Viega Group manufactures and distributes the highest quality plumbing, heating and pipe joining systems in the world. Viega is best known for innovative press technology systems for industrial, commercial and residential projects, like Viega ProPress for copper and stainless and Viega PEX Press systems in Zero Lead bronze and high-performance polymer. Viega LLC offers more than 3,000 products in North America.
Role: Associate Technical Support Specialist
Apply for this job now.