Title: Technical Service Representative Location: Mississauga Ontario CA Job Description: Jacuzzi Group is a leading manufacturer of hot tubs, swim spas, baths, showers, saunas, and pool equipment. With their headquarters in California and operations all over the world, Jacuzzi Group has been providing innovative wellness solutions for over 65 years. Reporting to the Customer Service Manager, the ideal candidate will interact with our customers to provide product technical and process information in response to inquiries, concerns, and requests for technical support on spa products and services. The incumbent will provide a high level of customer service for our English and French speaking dealer and service center base, primarily through handling phone calls and emails and on-site service as required. The Technical Support Specialist will work closely with Operations, Field Representatives, Quality and Customer Service implementing solutions that enhance the customer experience. WHAT YOU'LL DO - Provide expertise to our dealers and customers to resolve technical, functional, and operational issues for spa and swim spa product - Answer and respond professionally to technical dealer calls and emails with a customer first aptitude - Provide verbal instruction and French translation as needed for repairing spas and installing accessories - Perform service calls to the customer site as required - Troubleshoot warranty related issues, providing customers with an explanation of warranty terms for - various products - Write technical memos and product bulletins to keep dealers current on product updates - Work with the QA department on continuous improvement of our products - Provide the organization with analysis regarding problems reported from the field Compensation is $55,000+ Requirements - Fully fluent in French and English - A minimum of 5 years’ experience with customer interaction in a manufacturing/industrial environment - Strong technical aptitude and hands on capability in the field. Knowledge of spa products is an asset - Working knowledge of mechanic components and electrical troubleshooting - Demonstrated verbal and written communication skills. - Excellent problem-solver, able to manage and resolve conflict - Ability to work independently and effectively with co-workers and customers - Knowledge of MS Office Suite, ERP systems - Occasional travel, valid passport and driver’s license required - Occasional overtime and weekend work may be required - Understanding of electro-mechanical concepts is required Benefits - Remote work - 401(k) matching - Dental insurance - Employee discount - Health insurance - Life insurance - Paid time off - Vision insurance

• Must be highly organized, professional and proactive • A team-player who learns quickly, is extremely detail-oriented and works effectively with minimal supervision • Responsible for the day-to-day management of our dues growth for all signature clubs • Demonstrates good customer service skills while initiating outbound calls and receiving inbound calls from customers • Negotiates account resolution and accurately inputs and documents actions within the collection systems while maintaining company performance and productivity standards • Maintains up-to-date customer contact information in the collections systems • May be required to support other queues to facilitate teamwork in the department • Escalates and assists other team members with calls as needed • Serves as a resource/subject matter expert and may provide training to fellow team members • May be required to initiate external contact with customers and may perform advanced loss prevention activities (i.e. skip tracing, field chasing, account settlement) or administrative work • Review the Month to Date (MTD) sent by the clubs for accuracy • Daily review of ABC on prior day dues collections and all club entries • Process all refunds from ABC and Point of Sale (POS) • Research all refunds from the clubs for accuracy • Oversees 3rd party collections and all communication that is needed to the clubs from Swift • Works as the liaison between ABC and the Club Operations Managers • Timely, responsive, courteous communication with all member inquiries, questions, concerns, and needs

• Ensure customer satisfaction through building meaningful relationships with customers and mill personnel. • Represent all of Twin Rivers' paper markets (publishing, label, packaging, and technical). • Collect, analyze, and define field problems as well as help drive the internal and external resolution. • Understand the paper making and finishing processes that enable effective description of issues to help solve customer concerns. • Participate in new product and improvement trials at the end users in an effort to provide meaningful and timely feedback to the mills. • Periodically visit warehouses and contracted converters to be sure they are representing Twin Rivers and our products in a professional manner. • Generate reports to communicate and build a database of customer feedback and knowledge. • Provide technical support to the paper mills ensuring that all applicable quality standards are adhered to.

• Execute brand strategy and tactics in field • Manage assigned territory and targeted accounts • Build strong customer relationships and maximize sales performance • Deliver sales performance and meet or exceed objectives • Create pre-call plan and execute post-call evaluation • Handle objections and gain calls to action to close sales • Develop and execute a call plan to maximize access and sales opportunities • Share market intelligence information and achieve alignment with sales manager • Differentiate AbbVie’s value proposition and maintain relationships with disease state experts