Solenis is a leading global producer of specialty chemicals focused on delivering sustainable solutions for water-intensive industries, including consumer, industrial, institutional, food and beverage, and pool and spa water markets. Owned by Platinum Equity, the company’s product portfolio includes a broad array of water treatment chemistries, process aids, functional additives, and cleaners and disinfectants, as well as state-of-the-art monitoring and control systems. These technologies are used by customers to improve operational efficiencies, enhance product quality, protect plant assets, minimize environmental impact, and create cleaner and safer environments.  

Headquartered in Wilmington, Delaware, the company has 69 manufacturing facilities strategically located around the globe and employs a team of over 16,100 professionals in 130 countries across six continents. Solenis is a 2024 US Best Managed Company, recognized fouryears in a row. For more information about Solenis, please visit www.solenis.com. 

POSITION SUMMARY:

The TASKI Technical Service Representative adds value after sales. This individual will provide service and act as a single point of contact to customers and employees with respect to ordering parts and the servicing of TASKI and NSS equipment.

KEY RESPONSIBILITIES:

• Provide excellent customer service by giving accurate information, timely response and taking ownership. 
• Maintain a high level of personal knowledge in respect to TASKI and NSS equipment, parts and related functions. 
• Communicate with customers by telephone, email, remote guidance, or chat to perform necessary diagnostic assessments.  Determine proper course of action for repairs.
• Communicate with a broad range of customers in North America, to understand the customer’s specific service and parts requirements.
• Collaborate with Technical Specialists, Distributors, TASKI / NSS Sales Professionals and 3rd party service providers.
• Address complaints or problems which may arise throughout a service cycle.  Determine the nature and cause of those problem(s), seek appropriate assistance, and to take action to resolve the problem(s) so as not to reoccur.  
• Receive and process orders in compliance with company policies and procedures.
• Dispatch service calls in conjunction with service providers and in accordance with company or customer policies.
• Advise customers and employees of company and supplier policies such as warranties and return of goods.
• Utilize computer technology and systems including SAP, Salesforce, Microsoft 365 suite, Intellitrail, Remote Guidance and basic telephone systems.
• Promote companies’ products and after sales services through up-selling techniques where appropriate.
• Conduct after sales follow up calls for accessories and parts needs based on preventative maintenance.
• Bring closure to service repairs through the use of after service customer satisfaction surveys, and to take necessary action for any unresolved issues that may arise.
• Understand, communicate, and determine warranty coverage where applicable.
• Complete a minimum of 100 hours per year of continued learning & development.

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent preferred
• 1+ years of experience in a technical and/or customer service environment.
• Experience in technical work either electronic or mechanical (i.e. schematic reading skills) is a plus.
• Professional communication skills – should be able to communicate with peers, customers and vendors both via verbally and via e-mail in a respectful and friendly manner when under stress.
• Active listening skills – Ability to ask probing questions, understand concerns and overcome objectives.
• Ability to build relationships by phone and e-mail.
• Ability to work in a fast-paced environment – should be able to multi-task with proven follow-through and adherence to changing priorities and deadlines.
• Attention to detail – should be able to complete accurate data entry tasks.
• Action orientated – should be able self-start and follow up on feedback to ensure positive outcomes with a willingness to learn.
• Collaborative team player - Should be able to establish solid working relationships with stakeholders with a friendly disposition and high energy.

We understand that candidates will not meet every single desired qualification.  If your experience looks a little different from what we’ve identified and you think you can bring value to the role, we’d love to learn more about you.

At Solenis, we understand that our greatest asset is our people. That is why we offer competitive compensation, comprehensive benefits which include medical, dental, vision & 401K, and numerous opportunities for professional growth and development. So, if you are interested in working for a world-class company and enjoy solving complex challenges, whether in the lab or the field, consider joining our team.

Solenis is proud to be an Equal Opportunity Affirmative Action Employer, including Minorities / Women/ Veterans / Disabled.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.

Should you require assistance in applying to this opportunity, please reach out to Solenis Talent Acquisition at [email protected]

The expected compensation range for this position is between $0.00 and $524,999,999.00 plus discretionary bonuses. The exact compensation may vary based on your skills, experience and other factors permitted by law.