Technical Specialist II

About Quench

Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year.  We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Quench bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,200 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit www.quenchwater.com.  

About Culligan

Founded by Emmett Culligan in 1936, Culligan is a world leader in delivering superior water solutions that will make a real difference in improving the health and wellness of consumers. The company offers some of the most technologically advanced, state-of-the-art water filtration and treatment products. These products include water softeners, drinking water systems, whole-house systems and solution for businesses. Culligan's network of franchise dealers is the largest in the world, with over 900 dealers in 90 countries. Many of Culligan dealers have valuable equity in their local communities as multigenerational family owners of their franchises. For more information visit www.culligan.com. 

Values: 5Cs

Culligan as One

Customers come first

Commitment to Innovation

Courage to do what's right

Consistently deliver exceptional results

The Position

Quench is seeking a Senior Technical Support Specialist to facilitate excellent customer experiences via support, education, training of Quench direct technicians and Indirect dealers. Additionally, this person will aid the Sales and Service teams by performing virtual and onsite site assessments for important and out of the ordinary equipment sales opportunities and being called on to travel domestically and internationally for trainings, installations, site assessments and trainings. The Senior Technical Support Specialist is an important member of the Product Management and Product Support team, reporting directly to the Director of Technical Support, and will be accountable for the achievement of Technical Support goals, such as timely and accurate responses to constituents, developing and executing trainings, tracking and reporting call reasons, identifying opportunities for product improvements to reduce service calls, and generally supporting the technical requirements of the organization as it relates to products and installations. The Senior Technical Support Specialist is a subject matter expert, interacting cross-functionally with teammates across the various departments responsible for or impacted by performance of the company’s product line.

• Ensure timely and accurate responses to calls and development of their problems solving abilities.
• Create and execute technical trainings for Indirect dealers and Direct technicians as requested by the business unit leader.
• Monitor product quality by establishing accurate tracking mechanisms and reporting out problem areas with an eye toward improving product reliability.
• Create technical troubleshooting guides based on most common questions related to equipment with a goal of reducing incoming questions

• High school diploma or general education degree (GED); AND 7+ years related experience and/or training.
• 7 plus years of experience in a technical role directly related to our products
• Troubleshooting and problem-solving skills
• Excel skills, including pivot tables
• Strong oral and written communication skills, including PowerPoint
• Highly technical with experience in water filtration, dispensing, plumbing, electrical, and/or refrigeration

• Skills
• Strong business sense and judgment
• Demonstrated problem solving skills, including comfort in working through ambiguity to identify structured solutions
• Effective time management and ability to multi-task
• Ability to drive results from cross-functional teams using collaboration and influence rather than relying on reporting relationships or hierarchy
• Interpersonal savvy

•  Behaviors:
• Honesty and integrity in all facets of the role, including accountability for and learning from mistakes
• Self-awareness and coachability
• Growth mindset and willingness to take on and learn from new challenges, including giving and receiving direct feedback
• Collaborative team player, both within the group to share and learn from best practices and across the organization to support Quench’s success
• Resourcefulness to drive to creative solutions, especially when they are not readily apparent
• Organization and attention to detail
• Outcome-orientation
• Resilience, maturity, and adaptability to changes
• Humility

Employee Referral Program

At Quench, we understand that our greatest asset is our team members, and we value your support in helping us discover exceptional talent. That is why we are excited to introduce the new Quench Talent Referral Program – an innovative initiative designed to recognize and reward your contributions to our growing team. 

To learn more about this program please click the following link: https://onfirstup.com/Quench/quench/contents/36946818?tok=adda9212-c825-4dce-9271-d086ecfcc707_17847637