Technical Service Representative

Req ID:  10471  

Sloan is the world’s leading manufacturer of commercial plumbing systems and has been in operation since 1906. We are at the forefront of the green building movement and provide sustainable restroom solutions.  We manufacture water-efficient products including flush valves, electronic faucets, soap dispensing and sink systems along with vitreous china fixtures for commercial, industrial and institutional markets worldwide.

Sloan has an immediate opening for a Field Technical Service Representative to join our team at the Franklin Park, Illinois location. The primary technical resource for inquiries related to product performance, installation, application, servicing and preventative maintenance of Sloan products. Requires knowledge of all Sloan products to promote a positive customer experience. Provide training, create documentation and resource aids to insure the correct installation and maintenance of Sloan products. Manage the product return process to identify reasons and opportunity for improvement. Exemplify self motivation by going above and beyond standard job duties where necessary.

Responsbilities include: 

• Respond to phone and email inquires from Sloan representatives, customers, installation and servicing personnel regarding product performance issues, installation, application, preventative and corrective maintenance. Inquires typically require immediate diagnosis and root cause evaluation accomplished remotely to meet first time fix objective. Applicability of warranty is determined and a disposition decision is made to repair or replace an affected part or product. Create customer history record including location and registered product. Create orders in SAP.
• Act as a liaison and resource for Sloan's customers, representative agencies and internal departments such as Engineering, Production, Sales and Marketing with regards to product issues, information, training  and installations.
• Travel to installation sites, as and when required, to inspect equipment in special and difficult cases which cannot be resolved remotely or by the local Sloan representative. Will perform root cause analysis on product performance issues, installation and application. May require assembly/disassembly, repair or replacement as needed. Assess liability concerns related to Sloan product and customer.
• Provide support and assistance to the customer service department regarding technical product application and installation related issues and general back up as needed.
• Perform product technical training. Possess ownership of product training resources and materials. Create and maintain these materials to provide installation, maintenance and troubleshooting guidance to Sloan internal and external service staff, users, installers and specifiers.
• Participant in the process to create, review, and distribute all product documentation related to product specification, installation instructions and maintenance guides and troubleshooting aids.
• Diagnose and analyze products returned from field for warranty claims. Requires a full understanding of all Sloan products including function, components and performance parameters. Evaluation includes assembly/disassembly of product to facilitate operation, electronic and water testing as appropriate. Diagnosis includes decision on accuracy of claim, root cause of failure and corrective action. Findings are recorded in SAP including video records to support decision. A disposition decision is made to accept or reject the warranty claim.

Qualifications:

• Bachelors Degree preferred,  or Associate Degree in a technical discipline. Alternate: High School Graduate with direct technical support experience in manufacturing or service sector diagnosing commercial products.
• Previous experience with ERP and CRM systems. SAP preferred.
• Basic understanding of plumbing system concepts and installation.
• Strong mechanical and electrical skills with an understanding of mechanical and electrical components and the ability to use common hand tools. Able to read and interpret technical drawings.
• Strong time management skills and able to work independently or as a team.
• Strong computer skills. Familiar with Microsoft Office applications
• Able to grasp new technologies quickly.
• Strong customer service and communication skills both written and verbal. Able to respond quickly.
• Must be able to conduct presentations and training to internal and external customers.
• Strong organizational and interpersonal skills are a must.

We offer a highly competitive compensation and benefits package, including:

• A choice of Medical (with Health Savings Account), Dental, Vision, Rx Insurance for employees and their eligible dependents
• Company paid Basic Life and AD & D Insurance, Basic Accident Insurance, Disability Insurance, Employee Assistance Program, and Well-being Programs.
• Paid time off, Paid Sick Leave, Paid Vacation time, Paid Sick time, Paid Military Leave, and Paid Volunteer time away from work.
• Dependent Care Flexible Spending Account, Commuter Parking and Transit Accounts, and Tuition Reimbursement benefits.
• 401(k) Retirement Savings Plan with a Company match.
• Employee Service Anniversary Awards and Employee Recognition Programs

YOU Belong at Sloan

We are intentional in building an inclusive culture that embraces different voices, ideas, and backgrounds. We commit to continuing this ever-growing journey with and for our employees, customers, partners, and community. We are better together when we can be ourselves.

We Are Proud Partners With the Chicago Cubs

We are a Legacy Partner of the Chicago Cubs and we are proud to be the organization’s official water efficiency partner! Through this relationship, which includes the naming rights to Sloan Park, the Cubs’ Spring Training facility in Mesa, Arizona, we have had the opportunity to promote our brand and continue our water conservation efforts in the city of Chicago and around the world

JOIN AN INDUSTRY LEADER!

For additional company information please visit our website at www.sloan.com.

We Are An Equal Opportunity Employer.