Product and Warranty Support Representative - Western Global

Join us as a Product and Warranty Support Representative and unleash your technical expertise in a thriving and dynamic environment. As part of the Western Global Team, you will be responsible for supporting the Western Global Team throughout North America in all technical aspects as it pertains to the Western Global product line. From assisting with sales to troubleshooting, customer disputes, and warranty claims, you will play a key role in ensuring customer satisfaction and maintaining our industry-leading position.

Who We Are

At Western Global we are the global leaders in fuel storage for temporary power and mobile refueling applications. 

We pride ourselves on having a great culture that values Teamwork, Openness, Passion, Integrity, and Celebrating Success. Our Values guide the way we interact with one another and our customers, and we work together as a cohesive team to achieve our goals. Our great culture is a major contributor to our continued growth and success.

Don’t believe us? We’re proud to be a certified Great Place to Work across all locations! See what our team say about working for Western here - https://western-global.com/en/about/careers/

What will you be doing as our Product and Warranty Support Representative?

Warranty/Returns/Freight Claims

• Act as the primary point of contact for warranty-related matters, ensuring customer expectations are met.
• Collaborate with customers and vendors to provide exceptional warranty assistance.
• Determine the validity of product warranties and proactively address potential issues.
• Manage returns of Western Global products and parts.
• Work with the Technical Sales and Support Lead to resolve freight claims disputes.

Troubleshooting

• Provide comprehensive support for product diagnosis and prompt issue resolution through various communication channels (telephone, online chats, email).

Product Support

• Offer expert advice on tanks, parts, and accessories, providing accurate part numbers to team members and customers.
• Collaborate with the Technical Sales and Support Lead to understand applications and guide customers effectively.

Service Work

• Coordinate with internal and external service providers to arrange on-site support for customers.
• Schedule and manage service work, including repairs, pressure testing, and installations.

Customer Satisfaction

• Deliver timely and effective technical support to enhance overall customer satisfaction.
• Contribute to repairing and improving customer relationships through dedicated product support.

Administrative

• Utilization of ticketing system for incoming requests and workflow.
• Process warranty claims and sales orders accurately and efficiently.
• Track returns of Western Global products and parts.
• Utilize NetSuite to build comprehensive cases for warranty claims, product failures, and freight claims.
• Generate NCR reports to identify areas for improvement.

What we are looking for in our ideal Product and Warranty Support Representative:

• Proven working experience in a technical role similar in nature
• Basic understanding of electrical systems and voltages (AC/DC)
• Experience in customer support
• Good standard of IT capability e.g. Microsoft Outlook & Word
• Analytical and problem-solving skills
• Excellent analytical, problem-solving, and attention to detail skills.
• Confident and effective verbal and written communication.
• Strong organizational and multitasking abilities.
• Background in a technical environment (e.g., engineering, automotive, oil/gas).
• Familiarity with pump systems in the oil and gas industry.
• Experience in on-site and remote troubleshooting.
• Previous use of a CRM tool ideally NetSuite.
• A valid Driving License.

What can we offer you?

We offer a market-competitive pay and benefits program, as well as opportunities for advancement, knowledge and skills development, and recognition of achievements. In addition, we offer the following benefits to our employees:

• Generous Holiday & Vacation Program, offering 20 days per year plus National Holidays.
• Health Coverage: Short-Term & Long-Term Disability Plans and Medical, Dental and Health Insurance.
• Financial Incentives: Annual Salary Reviews, Referral Opportunities, Flexible Spending Accounts and Life Insurance.
• Retirement Planning: 401(K) Retirement Program.
• Personal & Family Time: Paid Volunteering and Enhanced Parental Leave.
• Supportive work environment fostering teamwork, openness, and integrity.
• Opportunities for professional growth, training and career advancement.

Western Global is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, color, religion, national origin, gender, sexual orientation, gender identity, disability, military/veteran status or other characteristics protected by law.