Description

With direct supervision, works collaboratively with the team, providing immediate support as applicable. Primarily focused on building technical expertise and expanding knowledge of Schluter systems, products, and applications to support increasingly complex inquiries.

RESPONSIBILITIES

• Serve as primary customer support point of contact for installed claims in North America.

• Ability to handle recurring problems that are technical in nature, with established solutions available through documented guidance and prior experience.

• Communicates with internal teams and occasionally with external contacts to provide or obtain information, often requiring some technical explanation, clarification, or interpretation of established procedures or product details."

• Resolves common but technically detailed product inquiries using established documentation, escalating unique or cross-functional issues as needed.

• Work closely with all Technical Services entities for training to ensure that product and process knowledge are well understood.

• Have a continuous improvement mentality focusing on consistency, collaboration, efficiency and creating a positive customer experience.

• Actively working to learn Schluter products and systems. Established and productive individual contributor with growing expertise in Schluter systems, products, and installation scenarios.

• Learns to navigate internal tools and documentation (Microsoft Suite, CRM, ERP, product documentation, training materials) to find solutions or assist others.

• Working on being able to provide support to team members for special projects (PRW, LoU), troubleshoots routine technical issues and escalates more complex or unclear cases appropriately.

• Communicates technical information clearly and effectively, often requiring explanation or interpretation to internal stakeholders or customers.

• Applies product knowledge to provide practical recommendations that align with Schluter best practices and warranty conditions.

• Travel as needed to train and evaluate third-party service providers, ensuring compliance with company standards.

• Other duties as assigned.

Requirements

• Bachelors required or a combination of education and experience will be used to assess qualifications
• Customer service experience is preferred
• Proficient in conflict resolution
• Experienced tradesman or GC work is a plus
• Effective written and verbal communication
• Experience with CRMs and data entry

COMPANY BENEFITS

· Competitive Compensation

· Generous Paid Time Off

· 10 Paid Holidays

· Medical, Dental & Vision Insurance

· Biannual Bonus Program

· 401k with Company Match

· Company Paid Life Insurance

· Annual Reviews and Merit Based Raises

· Room for Advancement and Career Growth

COMPANY DESCRIPTION

Schluter Systems is a family-owned and internationally renowned company that has been rapidly growing over the last 10 years. The Schluter brand is backed by a team of people working together to create a line of innovative products that provide solutions to the tile industry. We’re looking to build our team with individuals who like to think BIG and want to be part of what makes our products extraordinary. We are a company that treats its employees, suppliers, and customers as long-term partners. Where success is built on a win-win philosophy and everyone should benefit.

"Profit is not the goal of the business. Profit is the consequence of a job well done" Werner Schluter, Founder

Are you interested in a truly unique and special company? Hear from our employees on what it means to be part of the Schluter family: http://www.schluter.com/careers . Then if you’re ready to see life in Orange, talk to us about this career opportunity at Schluter Systems.

This pay range reflects the base hourly rate or annual salary for positions in this job grade, with the final offer depending on factors like experience, education, location, and other relevant considerations. Additionally, this role qualifies for extra benefits beyond the base pay range mentioned.

At Schluter Systems, we are dedicated to creating an inclusive environment that celebrates diverse perspectives and ensures all individuals are valued and supported, without discrimination based on race, religion, color, national origin, age, sex, gender, disability, genetic information, or any other characteristic protected by law. Our commitment to equal opportunity extends to all aspects of employment, including recruitment, hiring, promotion, training, compensation, benefits, and transfers. All employment decisions at Schluter Systems L.P. are based solely on merit, qualifications, and business needs.

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