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Electronic Lock Technical Advisor

2 months ago


Reading, Pennsylvania, United States Spectrum Brands Full time

Position Overview

The Technical Support Specialist for Electronic Lock Systems plays a crucial role in delivering exceptional customer service and technical assistance to our clients. This position is integral to ensuring that our customers receive the highest level of support for Baldwin electronic locks.

Key Responsibilities

  • Manage a high volume of incoming technical support inquiries from installers, distributors, and consumers regarding electronic locks.
  • Provide accurate and timely responses to customer inquiries, ensuring a five-star customer experience.
  • Utilize a computer-aided CRM system to document and troubleshoot product and warranty issues efficiently.
  • Demonstrate a strong understanding of both electronic and mechanical locking systems to assist customers effectively.
  • Engage in detailed troubleshooting to minimize costs associated with product failures.
  • Act as a resource for internal teams, sourcing information as needed to enhance service delivery.
  • Collaborate with various departments to provide feedback aimed at improving product quality and customer satisfaction.
  • Handle warranty processes for legacy products and follow up on customer inquiries as necessary.

Qualifications

  • High School Diploma required.
  • A minimum of two years of experience in customer support or call center environments, preferably in the hardware or home improvement sector.
  • Proficiency in Microsoft Office and Excel.
  • Strong verbal and written communication skills; bilingual abilities in Spanish and/or French are advantageous.
  • Ability to type at least 40 words per minute.
  • Proven problem-solving skills and the capacity to manage challenging customer interactions.
  • Basic mechanical aptitude and familiarity with Windows-based applications are preferred.

Work Environment

This role is situated in a standard office environment, requiring effective collaboration with team members and strong organizational skills. The ability to multitask and perform under pressure is essential to meet daily objectives.

Spectrum Brands is committed to fostering a diverse and inclusive workplace, ensuring equal employment opportunities for all candidates.