Product Support Associate (5313)
: Job Details :

Broan-NuTone leads the residential ventilation industry in North America with our innovative products, fulfilling our mission to improve people's lives through better air. We are present in more than 110 million homes in North America and are proud to move almost 13 trillion cubic feet of fresh air per year. Our 2,000+ entrepreneurs operate in four countries and our quality products are made by five manufacturing facilities we own and by trusted supply partners. Our leading brands include Broan, NuTone, Zephyr, Best, Venmar, and vanEE.

At Broan-NuTone we are all about growth, so we have a one-page Growth Agenda that serves as our true north at all levels in the organization. Founded in 1932, Broan-NuTone is the largest company in Madison Air, one of the world's largest privately held companies with 8,000 entrepreneurs, $10 billion in enterprise value, and 42 manufacturing facilities in 11 countries around the world. Madison Air's mission to make the world safer, healthier, and more productive through the transformative power of air brings us all together. We are also passionate about the safety of our entrepreneurs, a culture that promotes safety, innovation, growth, a bias for action, and building trust.

*Please note - This is a hybrid position with minimal requirements of coming into the office.

Job Summary:

The Product Support Associate will assist customers with a high degree of professionalism to resolve all their technical needs with our products. This role will use their expertise and apply this to Broan-Nutone products to address issues related to product suitability and performance, installation, warranty repair, and troubleshooting as they continue to learn from their peers and department leaders.

Job Responsibilities:

• Observe and learn to deliver superior customer experience by assisting customers in diagnosing and resolving any technical issues related to our products. Communication with customers will be primarily via phone, with some interactions using other technology and mail.
• Maintain strong product knowledge and awareness of technical issues with products through hands on experience in returned goods processing in the plant.
• Approve, to authorized level, warranty shipments and field work.
• Monitor marketing literature, installation, and specification sheets for accuracy.
• Update parts guide and online parts systems.
• Initiate engineering change orders for new service parts.
• Recruit and maintain service agencies. Monitor all warranty claims through service agents.
• Partner with design team to participate in new product review as requested.

Job Requirements:

• Associate's degree in an electrical or mechanical field is preferred, or relevant work experience.
• Experience dealing with electro-mechanical troubleshooting or construction/remodeling trades, performing installations, training, or service.
• Understanding of electrical and mechanical codes and industry standards.
• Strong customer service and problem-solving skills.
• Proficient with Microsoft Office software (Word, Excel). Experience using a CRM system; Salesforce is preferred.
• Experience with wireless technology, SMART phones and other emerging technology is preferred.
• Experience with home networking and Wi-Fi technologies.
• Excellent communications and interpersonal skills.

Physical Requirements:

• Work in an office / remote setting, using a computer and on the phone for the workday.

At Broan NuTone, we take pride in offering exceptional benefit packages and a highly competitive pay structure to our employees. Our comprehensive benefits include health, dental and vision insurance, company paid life insurance, disability insurance, retirement plans, paid time off, wellness program, education assistance, maternity/paternity leave, and employee assistance programs. In addition, we provide a competitive pay structure that rewards our employees for their hard work and dedication, ensuring that they are compensated fairly for their contributions. Join our team and enjoy the peace of mind and financial stability that comes with our outstanding benefits and competitive pay.

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