DESCRIPTION

Reporting to the Technical Services Team Manager, the Technical Services Representative is responsible for the intake, preliminary diagnosis, troubleshooting and escalation of installed claims for Schluter Systems.

RESPONSIBILITIES

- Serve as primary customer support point of contact for installed claims in North America.
- Work closely with all Technical Services entities for training to ensure that product and process knowledge are well understood.
- Collaborate with internal and external stakeholders to troubleshoot and remediate customer claims of installed product(s).
- Meet on a routine basis with management to provide updates and communicate challenges that need assistance for resolution.
- Primarily maintains process/procedure documentation for installed claims process but may be asked to assist with other Technical Services activities.
- Assist with creation, review and implementation of improvement projects on an as needed basis.
- Work cross functionally with employees of all educational backgrounds on a regular basis ensuring professionalism, transparency and collaboration are maintained and fostered.
- Monitor all installed claims process and identify deficiencies and propose solutions.

COMPETENCIES

- A combination of education and experience will be used to assess qualifications
- Minimum 1-2 years of customer service experience is required
- Proficient in conflict resolution
- Experience tradesman or GC work is a plus
- Experience with CRMs and data entry
- Perfectly bilingual, both oral and written
- Possesses strong leadership, problem-solving, and analytical skills
- Proven ability to prioritize, multi-task, and maintain a high level of organization
- Familiar with effective negotiation tactics
- Empathetic to others' views and needs
- Ability to work both autonomously and within a team

BENEFITS

- Generous PTO policy
- Health & Dental Insurance
- Pension Contribution
- Bi-annual Bonus Structure




- Wellness Program
- Career Growth & Development Opportunities
- Hybrid Work Schedule

ABOUT SCHLUTER-SYSTEMS CANADA 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.

At Schluter Systems, we are dedicated to creating an inclusive workplace 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.

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.

Job Type: Full-time

Pay: From $50,000.00 per year

Benefits

- Dental care
- Extended health care
- Life insurance
- On-site parking
- RRSP match
- Wellness program

Work Location: Hybrid remote in Sainte-Anne-de-Bellevue, QC H9X 3Y8

📌 Technical Services Representative (Sainte-Anne-de-Bellevue)
🏢 Schluter Systems
📍 Sainte-Anne-de-Bellevue