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Technical Support Specialist in Portland, OR at Hawthorne Gardening Co.

Date Posted: 3/15/2019

Job Snapshot

Job Description

At the Hawthorne Gardening Company (HGC) we want our people to empower more people to garden no matter where and how they choose to grow. We accomplish this by encouraging people to live happier, healthier lives through gardening. If you also feel this way then you’d fit in great with us!

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? Check out our other career opportunities and learn more about what it’s like to work at Hawthorne Gardening Company by accessing our Talent Network: HGC Talent Network

The Hawthorne Gardening Company is a start-up company focused on hydroponic gardening. Dedicated to creating high quality products founded in social and environmental responsibility. Backed by the largest lawn and garden company in the U.S. (Scotts Miracle-Gro, NYSE: SMG) we bring new ideas, values, and culture to our endeavors without the constraints of a large corporation. We are an energetic, progressive-minded, sustainability-focused group of highly-motivated individuals, eager to share our love of gardening with the world.

The brands and products within our portfolio include: Sunlight Supply, General Hydroponics, General Organics, Vermicrop, Botanicare, AeroGarden, CanFilters and Gavita Lighting.

Hawthorne Gardening Company 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 Hawthorne Gardening 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 Hawthorne Gardening Company will not consider or approve payment regarding recruiter fees or referral compensations.