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Technical Support Specialist in Vancouver, WA at ScottsMiracle-Gro

Date Posted: 3/15/2019

Job Snapshot

Job Description

Here at Scotts Miracle-Gro there is no such thing as a typical day.  Our culture is constantly energized by new and exciting growth opportunities and at a rapid pace.  Every Associate plays an important role in providing innovative solutions for today’s gardeners and growers and contributing new ideas to improve operations. In our company you need grit, it is what we were founded on over 150 years ago and is what keeps us growing. Regardless of your level in the organization there is a platform for your voice to be heard and the ability to influence change. Family, community and hard working values are weaved into all that we do. Come grow with us, where we develop and nurture the next generation of leaders. ​

We are looking for a Tech Support Specialist who will join our Hawthorne team in Vancouver, Washington.

Providing product technical support to retailers and consumers by phone.


What you’ll do in this role:

  • Manage support cases from start to finish, and logging all communications for each case in a company database.

    • Provide product application support to customers, end-users, and Hawthorne GC staff to help them select the appropriate products for a given application.

    • Work with Hawthorne GC sales,category, RMA and Customer Service staff as needed.

    • Providing installation and operation support to customers and end-users to help them ensure they are properly using products consistent with warranty guidelines.

    • Providing service support to customers and end-users to help determine if their product is working properly or may be sustaining a failure. This may also include:

      • Provide information on how to repair products.

      • Helping customers and end-users ascertain warranty replacement of parts.

      • Helping customers and end-users determine if their product qualifies for warranty

      • replacement.

      • Helping end-users pre-purchase to ensure they are choosing the correct product for the correct application

    • Authorize or deny credit based upon testing and company/vendor policies

    • Help customers return products to Hawthorne for credit and/or repair.

    • Coordinate parts being prepared and shipped to customers

    • Work with the Product Development manager to share any service related trend that can be corrected with vendors

    • Use various computer programs to enter, access or receive data relating to receiving, returning,repairing and logging information.

What you’ll need to be successful:

  • Service industry training in hydroponics and/or in electrical and HVAC.

  • Detail oriented and communicate accurately and clearly.

  • Excellent customer service skills and work independently as well as collaborative in a team environment.

  • Positive, professional demeanor and operate with a high level of integrity.

  • Ability to work accurately in a fast-paced environment.

  • Follow through on ALL projects and problem solving is critical.

What we do for you (just to list a few cool ones):

  • Offer extremely competitive benefits including: Health, Dental and Vision coverage.

  • Onsite gym

  • Unbelievable 401K match (up to 7.5%) and discounted stock purchasing program (15% discount).

  • Generous holiday and vacation days.

Not interested in this role? Stay up to date on future opportunities by joining our ScottsMiracle-Gro and Hawthorne Gardening talent networks.

Scotts is an EEO Employer, dedicated to a culturally diverse, drug free workplace.

EEO/AA Employer/Minority/Female/Disability/Veteran/Sexual Orientation/Gender Identity

Notification to Agencies:

Please note that the Scotts Miracle-Gro company does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Master Service Agreement, and specific approval to submit resumes to an approved requisition, the Scotts Miracle-Gro company will not consider or approve payment regarding recruiter fees or referral compensations.