Product Technical & Dispatch Coordinator I

Product Technical & Dispatch Coordinator I

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

Up to 3 Weeks Vacation

12 Paid Holidays

Annual Bonus Eligibility

Educational Reimbursement

Matching Gift Program

THIRD PARTY AGENCY: Any unsolicited submissions received from recruitment agencies will be considered property of Zurn Elkay, and we will not be liable for any fees or obligations related to those submissions.

Equal Opportunity Employer – Minority/Female/Disability/Veteran

Zurn Elkay Water Solutions Corporation

What happens when two remarkable sustainability leaders come together as one?

A sustainability powerhouse is born, making a splash in the markets they serve and saving the planet one innovative installation at a time.

In early 2022, Zurn Water Solutions Corporation, a market leader in smart, sustainable water solutions, and Elkay Manufacturing, a commercial drinking water solutions leader, agreed to combine their two exceptional firms to become a single water solutions powerhouse.

Together, the combined company offers a comprehensive package of innovative, sustainable, specified, engineered water solutions and sustainable plumbing products that provide water safety, water quality, and water conservation through critical service environments, while delivering total building solutions for new construction and retrofit applications around the globe. Our innovative solutions enable customers to advance their ESG initiatives and reduce operating costs while providing students, patients, patrons, and people within public and private spaces a safe, clean environment and access to fresh, pure, potable water – the essence of life itself.

What makes Zurn Elkay Water Solutions Corporation special is our people and our culture.

While playing a leading role in sustainability and water access are remarkable, what makes Zurn Elkay’s story so compelling is the alignment of the two well-respected companies with powerful legacies and a combined 224-year company history and shared values and cultures where people matter most.

Sustainably inspired, the company has a deep commitment to Diversity, Equity & Inclusion, water, and environmental stewardship, and giving back to the communities where we live, work and play. Our powerful legacy of caring and commitment is made possible by the exceptional people that embody Zurn Elkay’s values.

We are looking for innovative, energetic people who want to help solve tomorrow’s challenges today. Our Total Associate Engagement core value means we work hard to ensure our associates have opportunities to grow and an inclusive culture in which to thrive. From formal training to on-the-job development and exposure to new businesses, when you join Zurn Elkay, you will join a collaborative organization that will give you opportunities to thrive and grow.