Overview
PACE Supply is a leading distributor of plumbing, waterworks, and industrial supplies, committed to delivering exceptional products and service to our clients. We are seeking a dedicated Technical Support Specialist for our Waterworks division to provide expert support and drive customer satisfaction in a dynamic, fast-paced environment. The Technical Support Specialist provides expert client support and efficient resolution of technical issues across various plumbing division systems, drawing on extensive technical expertise. This role focuses on supporting specialized systems, requiring close collaboration with internal teams, manufacturers, clients, and sales associates to ensure seamless operations and client satisfaction.
Responsibilities
- Promptly address inquiries, concerns, and technical issues related to division products and systems.
- Demonstrate a commitment to customer satisfaction, ensuring positive experiences and fostering lasting relationships.
- Collaborate closely with clients to understand their unique needs and preferences.
- Collect and analyze customer feedback and survey responses to identify areas for improvement.
- Utilize division expertise to diagnose and resolve technical issues efficiently, demonstrating a deep understanding of product functionalities.
- Provide clear and concise technical guidance to customers and internal teams, ensuring optimal problem resolution and customer satisfaction.
- Stay updated on the latest division products, technologies, and industry trends to offer informed insights.
- Conduct training sessions for internal teams and clients, enhancing overall product knowledge and usage.
- Share insights on best practices, troubleshooting techniques, and industry advancements to empower teams with the latest information.
- Act as a bridge between PACE Supply and division manufacturers, fostering strong relationships and facilitating effective communication.
- Collaborate with internal teams to ensure seamless coordination and resolution of customer issues.
- Collaborate with technical and non-technical teams to exchange insights and contribute to a holistic understanding of customer needs.
- Facilitate communication between different departments, ensuring a coordinated approach to problem resolution and customer support.
- Maintain detailed records of customer interactions, technical issues, and solutions for future reference.
- Generate insightful reports on common technical problems, providing recommendations for continuous improvement and proactive issue resolution.
Qualifications
- High school diploma (or equivalent) is preferred. A combination of education and experience providing the required skill and knowledge for successful performance of the job would qualify.
- A minimum of 2 years in customer service management, particularly in Waterworks or general plumbing industry.
- Demonstrated ability to build and maintain relationships.
- Flexible, creative, and able to work in a dynamic fast-paced work environment.
- Demonstrated capacity to think “outside the box,” communicate and motivate customers on the company’s products, programs, and new ideas.
- Proficiency in Microsoft Office, specifically Excel, Word, and PowerPoint.
- Excellent oral/written communication skills, including well-developed presentation skills.
- Preferred: Bachelor’s degree in Business Administration, Marketing, related field or equivalent experience.
- Preferred: A minimum of 2 years' experience in Plumbing, accompanied by at least 5 years in customer service management industry roles.
- Preferred: Outstanding verbal and written communication and organization skills.
- Preferred: Self-motivated, able to work with minimal supervision.
- Preferred: Strong organizational skills and attention to detail to manage multiple tasks and deadlines effectively.
PACE Supply is committed to diversity and inclusion. All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable laws or regulations. We also consider qualified applicants with criminal histories in accordance with employment regulations.
Work Environment
Pre-Employment Requirements
As part of our commitment to providing a safe and secure work environment for our team members and customers, successful candidates must complete the following pre-employment requirements:
Background Check: A comprehensive background check will be conducted to ensure candidates meet the necessary criteria for employment.
Physical Examination: Candidates will undergo a physical examination to assess their fitness for the position's requirements.
Drug Test: A drug test will be administered to ensure a drug-free workplace.
Work Environment
Physical Requirements:
- The employee is frequently required to stand, walk, reach with hands and arms, and talk or hear.
- Ability to lift items that weigh up to 50 lbs. regularly. This includes carrying, dragging, and walking with materials, as well as using a hand-truck.
- Prolonged periods of standing or sitting at a desk and working on a computer.
- Specific vision abilities required for this job include distance vision, peripheral vision, and depth perception.
Environmental Conditions:
- The employee is frequently exposed to moving mechanical parts and outside weather conditions.
- Occasionally, the employee may be exposed to high, precarious places and vibration.
- The noise level in the work environment is usually moderate.
Benefit Snapshot:
PACE Supply is proud to be an employee-owned corporation. We offer competitive wages, career pathways of growth, and excellent benefits packages that includes medical, dental, and vision care that is available to you within the first 30 days! We also provide our employees with life insurance, sick days, holidays, vacation, two retirement programs of 401(k) and ESOP, and much more.
Relocation Benefits
NO
Remote Availability
IN MARKET REMOTE
*Please note that individual total compensation for this position will be determined at the Company's sole discretion and may vary based on several factors, including but not limited to, location, skill level, years and depth of relevant experience, qualifications and other business considerations. PACE Supply is an equal opportunity employer and is committed to providing accommodations for qualified individuals with disabilities. If you require assistance or accommodation due to a disability, please contact the HR Department at (844)-393-7172.
