The Company

Zurn Elkay Water Solutions Corporation is a thriving, values-driven company focused on doing the right things. We’re a fast growing, publicly traded company (NYSE: ZWS), with an enduring reputation for integrity, giving back, and providing an engaging, inclusive environment where careers flourish and grow.

Named by Newsweek as One of America’s Most Responsible Companies and an Energage USA Top Workplace, at Zurn Elkay Water Solutions Corporation, we never forget that our people are at the center of what makes us successful. They are the driving force behind our superior quality, product ingenuity, and exceptional customer experience. Our commitment to our people and their professional development is a recipe for success that has fueled our growth for over 100 years, as one of today’s leading international suppliers of plumbing and water delivery solutions.

Headquartered in Milwaukee, WI, Zurn Elkay Water Solutions Corporation employs over 2800 employees worldwide, working from 24 locations across the U.S., China, Canada, Dubai, and Mexico, with sales offices available around the globe. We hope you’ll visit our website and learn more about Zurn Elkay at zurnelkay.com.

If you’re ready to join a company where what you do makes a difference and you have pride in the work you are doing, talk to us about joining the Zurn Elkay Water Solutions Corporation family!

The Product Technical & Dispatch Coordinator I is responsible for providing world-class service for customers who have installation or product trouble-shooting questions or need water delivery product warranty service by providing and coordinating service order execution from dispatch thru completion. This position serves as a product subject matter expert and supports internal and external customers with basic product questions including general recommendations, comparisons, and replacement part identification, and makes intelligent, informed business decisions in the execution of Elkay’s Warranty Policy. All customer interactions are documented in our CRM tool, Pulse

• Provide technical service information and support to field service agencies or to manufacture’s reps to ensure required product performance, maximum satisfaction, efficiency and accuracy of installations, parts, product replacement, and equipment operation.
• Maintain and report warranty status of products and parts; authorize repair or replacement of defective products using warranty as guideline.
• Assist in investigation of existing field problems or complaints; report and maintain records of defective products.
• Answer inbound calls, emails, and web inquiries using the first-contact resolution process while maintaining department quality and production metrics; documenting all interactions in Pulse CRM and Oracle.
• Maintain an in-depth, advanced-level knowledge of all Elkay water delivery products, both existing and new; use this knowledge to be a product consultant, articulating technical product specifications, features and benefits and making recommendations or offering alternatives based customer needs.
• Service Order/Return Entry – utilize Oracle to create service requests and return merchandise authorizations (RMAs); update order status through each step of order execution.
• Service Order Management – contact Elkay customers, wholesalers, manufacturer’s reps, and sales team to facilitate service orders, keep all parties informed of order progress and verify satisfaction. Partner with vendors to ensure jobs are executed in accordance with expectations and service levels.
• Review and audit invoices from vendors for compliance with set criteria; approve purchase orders for Accounts Payable processing.
• Demonstrate and uphold a sense of genuine care and urgency so customers feel well-supported, help model these qualities and instill in peers.
• Share knowledge, provide feedback and training to peers and other internal customers across Elkay

REQUIREMENTS

• High school degree or equivalent required
• Associates degree or equivalent preferred
• 2+ years technical support, customer care, dispatch, or purchasing experience
• Inside sales, scheduling, order management, basic accounting preferred
• Experience with CRM and ERP systems preferred
• Technical training/certifications in HVAC, refrigeration, plumbing, and/or electrical systems preferred
• Bilingual preferred
• Ability to examine, question, explore and troubleshoot a variety of issues with water delivery products
• A positive disposition and passionately people-oriented to support the Elkay brand image
• Demonstrated ability to multi-task and effectively pivot between multiple priorities
• Able to work independently with initiative, as well as collaboratively within a team and willingly take on new challenges with enthusiasm and a positive attitude
• Able to clearly and professionally articulate ideas, explanations, and solutions verbally and in writing
• Demonstrated ability to effectively flex to communication styles and personality types different from one’s own
• Able to diffuse tense situations with customers or vendors and withhold policy when required and appropriate
• Ability to learn and comprehend technical concepts, drawings, and building codes
• Intermediate or above level computer skills and competence with MS Office suite proficiency focusing on Excel, Teams, Word, and Outlook

Total Rewards and Benefits

• Competitive Salary
• Medical, Dental, Vision, STD, LTD, AD&D, and Life Insurance
• Matching 401(k) Contribution
• Health Savings Account
• Educational Reimbursement
• Matching Gift Program

Equal Opportunity Employer – Minority/Female/Disability/Veteran