We are dedicated to providing our employees with many different benefits:
- Included benefits:
- Employee life insurance and AD&D
- Short term and long term disability
- Company HSA contribution for HDHP
- Employee assistance program
- Financial wellness services through Truist Momentum
- Travel assistance through Lincoln TravelConnect
- 10 paid holidays
- Accrued Paid time off
- 5 prorated sick days
- Tuition Assistance
- Participation in annual performance based bonuses
- Voluntary benefit offerings:
- Medical insurance through Blue Cross Blue Shield
- PPO and HDHP with HSA through Health Equity
- Prescription benefits through Express Scripts
- Dental insurance through Delta Dental
- Vision benefits through VSP
- Medical and dependent care flexible spending accounts through Flores
- Additional voluntary life insurance and AD&D, including dependent coverage
- Supplemental plans through UNUM- Critical illness, accident insurance, hospital indemnity
- Group legal coverage and identity theft protection through Legal Shield
- 401k program with a company match
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Job Title
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Residential technical liaison
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Function
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Parts and Technical Service
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Reports to
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Director of Service
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Supervises
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None
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Mission
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Provides support to customers, dealers, distributors and service providers for residential products.
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Principle Activities
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- Manage and resolve escalated customer issues, ensuring timely follow-up and resolution in alignment with company standards.
- Collaborate with internal departments (technical support, field service, sales, etc.) to address and resolve customer concerns.
- Provide feedback to management on recurring issues and customer pain points.
- Maintain a thorough understanding of residential product lines, warranty policies, and service procedures.
- Identify cases where product issues may be related to improper maintenance or failure to follow user manual guidelines, and communicate findings clearly to customers.
- Educate customers on proper product care and usage based on manufacturer recommendations.
- Answers inquiries received from customers, distributers, service providers and dealers
- Enters information into SF for tracking and reporting purposes
- Reports case status monthly
- Assist customers with finding service for one of our products
- Assist with product registration.
- Assisting tech support in providing information on nontechnical related calls.
- Supports dispatch team as needed
- Assumes all other duties and tasks as required and assigned
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Financial/Risk Control
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- Conduct yourself in accordance with the Company code of ethics policy at all times
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