Plumbing Technical Helpdesk Representative

Reliance Worldwide Corporation (RWC)

Plumbing Matters. We make it better. Our innovative products, built on a tradition of excellence, serve markets across plumbing, heating and construction to make our customers’ lives easier, while sustainably delivering unrivalled returns. We are publicly listed on the Australian stock exchange (ASX) with global headquarters in Atlanta, Georgia, USA, regional headquarters in Brisbane, Australia and London, UK. Our global family of trusted brands are committed to making a positive, lasting impact – we are better for our planet and better for our people. We operate in 45 facilities across 20 countries. We’re acquisitive and we’re laser focused on growth.

Our Culture

We’re big enough to make a difference and small enough for each one of us to make an impact. Whilst we operate on a global scale, we understand the importance of local markets by focusing on the needs of those markets. Our culture encourages our people to think differently, challenge the status quo and shape the world around us. Our values SPIRIT drive how we work together with a focus on Safety, Passion, Integrity, Reliability, and innovation, together as one global team. We have something special here – not just what we do, but who we are. We're not afraid to try new things; we punch above our weight; and we move with speed. Our strategy ensures we provide a safe environment for our people, and we actively promote diversity and inclusion. We are dedicated to sustainable practices and making a positive contribution to the community we serve. Everyone at RWC makes a valuable contribution to our business. Sound like somewhere you can see yourself. Read on.

Job Purpose

Provide expert technical guidance and assistance to internal and external customers, ensuring they receive top-tier technical support and solutions for the entire RWC product range.

PRIMARY JOB DUTIES & RESPONSIBILITIES

• Customer Support
• Provide exceptional high-level technical support via phone, email (and live chat) whilst meeting department KPIs and objectives
• Diagnose and resolve complex technical issues related to our products promptly and efficiently especially in relation to Commercial Valves
• Collaborate with the Customer Service team to ensure timely and satisfactory issue resolution
• · Documentation and Training
• Develop and implement a robust knowledge base system that includes FAQs, trouble shooting guides and product documentation to assist customers and internal teams
• Create training material and conduct training sessions for internal staff and customers on our product range
• · Quality Assurance
• Ensure that all technical support interactions meet quality standards and adhere to company polices and procedures
• Monitor customer feedback and implement improvements to enhance the customer support experience
• Maintain records of customer interactions, technical issues, and resolutions for reporting and analysis purposes
• Review marketing materials including websites, product guides, technical guides, data sheets to ensure correct and up to date information is being provided
• · Technical Expertise
• Demonstrate an in-depth understanding of the Reliance Valves, JG Speedfit, John Guest, SharkBite, and JG Underfloor product ranges, including installation, maintenance, trouble shooting and their integration within plumbing and heating systems
• Stay updated on industry trends, product developments, and best practices to provide accurate and up-to-date technical support

Product Knowledge

• Serve as a subject matter expert on the entire RWC product range
• Assist with product development by providing feedback and insights gathered from customer interactions
• · Escalation Point
• Act as the escalation point for complex technical issues that require advanced trouble shooting and problem solving
• Collaborate with engineering, quality and product development teams to resolve critical issues

Personal Profile

• Proven experience in technical support role or a similar role within the plumbing and heating industry
• Strong knowledge of plumbing and heating systems and fluid applications, including boilers, water heaters, pipes, valves and underfloor heating
• Excellent communication and interpersonal skills
• Strong problem-solving abilities and attention to detail
• Familiarity with CRM software for tracking and managing customer enquiries
• Ability to work collaboratively in a team and independently
• Customer focused with a strong dedication to providing exceptional service
• Willingness to stay updated on industry developments and product knowledge through continuous learning
• Proactive attitude in identifying potential process and product improvements
• Strong time management skills to meet deadlines and manage workloads
• Positive and professional demeanor in all interactions
• Comply with all current health, safety & environment regulations in operation within the company whilst carrying out your duties.