IoT Technical Support Coordinator

About the Company: 

Founded in 1970, Kinetico pioneered the development of non-electric, fully automatic water treatment systems. In the years since, we have grown into a global company of independent Kinetico water experts and international distributors serving more than 100 countries. We offer complete water systems that deliver only the highest quality water for general use and drinking. We back every piece of our equipment with industry-leading warranties. Our approach reflects our deep commitment to preserving and conserving fresh water, one of our planet’s most precious and endangered natural resources. 

About the Position: 

The IoT Technical Support Coordinator provides technical connected product support to NA Dealer channel customers, internal and external.

Key Areas of Responsibility: 

1. Supports dealers by providing technical advice related to connected products via live phone conversation, email, video conference, social media, and other ways of effective communication. 
2. Support the IoT Training Manager and firmware/app development team(s) in researching and diagnosing field issues.
3. Assists in the development of technical materials and training programs designed to educate customers on the installation and use of the NA Dealer channel connected product portfolio. 
4. Supports the IoT Training Manager in presentation of technical connected product information in service academies and dealer training sessions, thus helping them improve their service and technical support to their customers.
5. Assists in the development of the connected product portfolio by analyzing the product needs of domestic markets, identifying, and communicating those needs to the product management team.
6. Assist in the development of new connected products and support tools. This will include activities such as making recommendations for design, providing feedback, completing testing, and documenting utilization case detail.
7. Increases customer proficiency in connected product application and support by visiting dealers to provide technical advice and by attending trade shows, seminars, and exhibitions.
8. Provides customers with accurate Return Merchandise Authorization (RMA) documents for connected products and timely evaluation of returned product.

Job Knowledge, Skills, and Experience: 

• High School Diploma with 1-3 years related work experience.
• Technical and mechanical aptitude.
• Analytical and problem-solving skills.
• Computer skills including CRM proficiency.
• Excellent phone and presentation skills.
• Mental and visual attention to detail.
• Good written and verbal communication skills.
• Good interpersonal/customer relation skills.
• Good organizational skills and ability to multi-task.

What We Can Offer You:

• Medical, Dental, Vision and Prescription Drug Insurance Coverage 
• Employer Provided Life Insurance, Short-Term and Long-Term Disability Benefits
• 401(k) Contribution Matching Program
• Paid Vacation, Holidays and Community Service Volunteer time off benefit 
• Wellness Program
• Educational Assistance Reimbursement Program