Technical Enquiries
- Resolve technical enquiries to a high level
- Select and explain the best solution for the customer’s needs
- Follow up to ensure action or resolution
- Organise freight collection for return-to-base repairs
- Open Service Calls in Salesforce & Priority
- Follow up open quotes
- Process payments
- Manage the Pentair/Ecoclear warranty claim process
- Provide indicative quote pricing for repairs to customers
Supervisory
- Coordinate daily tasks for Technical Support team members
- Provide technical and professional support for team members
- Manage day-to-day HR aspects of team members, e.g., leave requests, performance reviews
- Coach, mentor, train and develop team members’ technical knowledge
General
- Support Repair Centres with phone and email technical support to customers
- Implement best practice for the Technical Support team, leading the creation of standard processes and
procedures
- Monitor the allocation of work to Repair Centres, working with Repair Centre Supervisors and the Area
Manager to balance the workload.
- Liaise with the Technical Manager and Area Manager to share knowledge of product failures
- Work with the Technical Manager to create and manage Troubleshooting Guides for the Technical Support
and Customer Care teams
- Support rollout of broader Service processes nationally
Requirements
- Advanced technical knowledge of the Maytronics product range
- Practical hands-on repair experience of the Maytronics product range
- Strong problem-solving ability
- Proven supervisory experience in a customer facing role
- Proven customer support expertise
- Experience working with and managing team members remotely
- Expert phone contact handling and communication skills and active listening skills
- Proven experience with customer engagement platforms (Twilio is desirable)
- Familiarity with CRM systems and practices (Salesforce is desirable)
- Customer orientated and able to adapt/respond to different types of personalities
- Excellent written & verbal communication and presentation skills
- Ability to multi-task, prioritise and manage time effectively
- Proficient in Microsoft Office suite
Benefits
- Fully work onsite (Corinthian Plaza, Paseo de Roxas, Makati)
- Full Time Employment with competitive salary and benefits
- Medical, dental, and vision insurance coverage