Water Treatment Product Support

4 months ago

Winnipeg, Canada Franklin Electric Full time

**Description**:
Responsible for providing product-specific technical information and support to internal and external customers. Assist in other customer experience functions as needed to complete the full cycle of customer requirements.

**Key Responsibilities**:

- Identifies and resolves customers’ technical issues for assigned products, primarily through inbound call requests.
- Helps customers translate technical instructions so the customers can fix issues themselves, if possible.
- Fields and tracks customer support requests; identifies and resolves issues.
- Tracks open customer issues and communicates the status to customers.
- Follows up with customers to verify that solutions are successful.
- Quotation of commercial and residential equipment.
- Assists product management in developing and prioritizing enhancement lists.
- Provides and attends training seminars as required.
- Provide relevant and relational order information; new products, product accessories, slow moving products, and substitutions for revenue growth; product specifications, programs, training, and pricing and delivery information.
- Manages customer relationships by accommodating order preferences and maintaining professional level of communication.
- Complete order management, including data/order entry, obtaining and storing correspondence and documentation in compliance with Company Retention Policy.
- Performs other related duties as required or assigned.

**Skills, Knowledge and Expertise**:

- Writes routine reports and correspondence.
- Effectively communicates information and responds to questions in person-to-person and small group situations with vendors, internal and external customers, the general public, and other employees of the organization.
- Reads and understands documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals.
- Adds, subtracts, multiplies, and divides numbers (using currency and other forms of measurement).
- Utilizes common-sense understanding in order to carry out written, oral, or diagrammed instructions.
- Deals with problems involving several known variables in situations of routine nature.
- Plans the time, method, manner, and/or performance sequence of own work; may also occasionally assist in planning work assignments performed by others within a limited area of operation.
- Frequently makes decisions of both minor and major importance, which may affect the work operations of other employees and/or clientele to a moderate degree.
- Completes some moderately repetitive tasks.
- Uses noncomplex and complex machines and equipment.

**Education and Experience**
- Equivalent of four years of high school (required).
- Associate’s degree in electrical engineering, mechanical engineering, or a related field (preferred).
- Three to five years of related experience in water treatment (required).
- CWQA certification preferred, or willing to obtain.

**Computer Skills**

**Advanced**:Operating systems, spreadsheet, word processing/typing, database.

**Basic**: Alphanumeric data entry.

**Benefits**:
RRSP match
Education reimbursement & paid training
Company paid health & dental benefits
Eligible for company bonuses

**About Franklin Electric**:
More than just a workplace, Franklin Electric is a vibrant and inclusive community of forward-thinkers, united by our mission to drive positive impact worldwide. Our culture fosters career growth and personal development, with a focus on promoting from within and nurturing talent. Our recent awards in “America's Most Responsible Companies”, “Most Trusted Companies” by Newsweek, “America’s Climate Leaders” and “Indiana’s Best Places to Work” attest, we're dedicated to upholding the highest standards of corporate responsibility.

At Franklin Electric, we believe that everyone deserves to be treated fairly and respectfully, and that our diversity of thought, culture and experience makes us a stronger company. Our commitment to social responsibility is evident in programs like the Franklin Women's Network and our philanthropic efforts through the Franklin Wells for the World Foundation. Through these endeavors, we've provided clean water to over 284,000 people in 12 countries, addressing the global water crisis head-on,

Locally in our communities, the Franklin Electric Charitable and Educational Foundation (FECEF) supports causes close to our hearts, such as United Way, Boys & Girls Club, and Big Brothers Big Sisters. Our dedication to excellence extends beyond our products and services, shaping a brighter future for both our employees and the communities we serve. Join us in driving meaningful change and making a difference with Franklin Electric.

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