Technical & Warranty Support Rep I - IoT

Description

Fluidra is looking for a Technical & Warranty Support Rep I - IoT to join our team in Carlsbad, CA.

WHAT YOU WILL CONTRIBUTE

The Technical & Warranty Support Rep I provides troubleshooting and installation assistance, warranty support, and general customer service via phone, email and chat software in accordance with Fluidra's warranty and service guidelines. Responsible for completed web-connected device troubleshooting and installation classes, in support of pool owner customers with technical product inquiries. Responsible for documenting all customer service interactions and processing orders for replacement parts as necessary. Additionally, you will:

• Provide support to pool owner customers for inquiries surrounding web-connected device (iAquaLink, etc) troubleshooting, installation, warranty processes and other Fluidra programs
• Review and authorize warranty service work to be performed by independent service companies
• Attend technical training classes in an effort to maintain current with troubleshooting of web connected products
• Work with other team members to help achieve overall department goals and tasks
• Other duties as assigned

WHAT WE SEEK

• Must be able to work in a fast-paced environment and have the ability to multi-task.
• Must take direction well and follow instructions carefully, but also must be comfortable using common sense and personal judgment to help determine the validity of a warranty claim
• At least 6 months of "hands on" troubleshooting and/or repair experience desired
• Strong written and verbal communication skills

REQUIRED

• Call center experience, customer service experience, or equivalent background supporting customers.
• Must be able to type 40 WPM
• Possess a technical aptitude for routers, WiFi, cell phone applications, and computers.

PREFERRED

• Experience in the pool and spa industry or related technical service environment.
• Call center experience in a technical or warranty support role.
• Familiarity with Oracle EBS or similar ERP/CRM systems.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel).

EDUCATION

High school diploma or equivalent

WHAT WE OFFER

An exciting opportunity to dive in and begin your career with a company that offers a competitive total rewards package that includes:

• 2 weeks of paid vacation
• 9/80 work week schedule (EVERY OTHER FRIDAY OFF!)
• 11 paid Holidays
• Full range of health benefits including medical, dental & vision, short & long-term disability
• 401(K) matching (100% of first 3% contributed, 50% of the next 2%)
• Health and wellness programs / gym reimbursement
• Educational assistance up to $7,000 per year
• On-site self-service café / free gourmet coffee stations
• Company sponsored FUN events!
• Generous product discounts

WHO WE ARE

Fluidra is a publicly listed company focused on developing innovative products, services and IoT solutions for the residential, commercial and wellness pool markets, globally. The company operates in over 45 countries, has over 7,000 employees and owns a portfolio of some of the industry's most recognized and trusted brands: Polaris®, Jandy®, CMP®, S.R. Smith®, and Zodiac®. We also sell products under the Cover-Pools®, iAquaLink®, Grand Effects®, Del® and Nature2® names. With these combined resources we're able accelerate innovation in critical areas like energy-efficiency, robotics and the Internet of Things.

Our focus is on creating the perfect pool and wellness experience responsibly. We take our mission to heart, and our employees embody these guiding principles in everything we do: passion for success, honesty & trust, customer collaboration, teamwork and inclusion, learn and adapt, excellence and innovation.

Don't meet every single requirement listed? At Fluidra, we thrive on building an inclusive workspace, so if you are excited about this role and your past experience doesn't align perfectly, we encourage you to apply anyways! You may be just the right candidate for this role or another role in the organization. Fluidra is proud to be an equal opportunity employer. Fluidra recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, or any legally protected characteristic.

Expected hourly rate is $25.00 - $26.00. Fluidra offers a comprehensive total rewards / benefits program that includes base salary, annual bonus based on performance of individual and company objectives, competitive 401K matching, paid vacation and sick time, full range of health benefits, educational assistance, etc. The actual salary offer will carefully consider a wide range of factors, including skills, qualifications, experience and location. Your recruiter will provide additional details on our compensation and total rewards program.