Waterworks is the premiere US brand for the luxury bath and kitchen. When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large.
What We Provide
What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training and career growth opportunities.
The Role:
The Technical Product Support Advisor, Europe works out of the Waterworks Paris showroom and serves as the on-site technical authority, partnering closely with Sales teams to support tandem selling by delivering expert technical guidance to clients and trade professionals. Through active engagement in the showroom environment, this role collaborates with all associates to integrate technical product expertise into the sales process—enhancing accuracy, strengthening client trust, and supporting successful project outcomes. This role is also an advisor on the technical phone queue managing and resolving service tickets while delivering service excellence.
The advisor works in close partnership with the Technical Support Supervisor and Manager to develop and refine systems and processes that enable seamless technical project execution across all lines of business. This role coordinates and aligns all relevant stakeholders, including preferred plumbers when required, and provides comprehensive support throughout the project lifecycle (sales – installation).
As a Waterworks service ambassador, the Technical Product Support Advisor builds and maintains strong relationships with contractors, plumbers, and installers. This role is based out of the Waterworks Paris showroom.
Responsibilities
Participate in discovery conversations and partner with Sales teams in a tandem-selling model to identify technical requirements, constraints, and appropriate product applications
Serve as the technical product advisor throughout the sales cycle, providing expert guidance to sales and service associates on product capabilities and use cases
Support Sales teams by addressing complex technical inquiries during the sales process to accelerate decision-making and minimize cycle delays
Proactively identify potential technical risks, installation challenges, or specification gaps early in the process and recommend effective solutions
Partner with Sales teams to ensure accurate product specification, configuration, and application prior to order placement
Participate in client meetings, jobsite visits, and virtual consultations to assess site conditions, gather technical requirements, and support the overall sales strategy
Maintain strong collaboration with showroom Sales teams to build trusted relationships with trade professionals and support new business development opportunities
In collaboration with Technical Support leadership, partner with Product Engineering teams on design modifications and international product compliance, as needed
Maintain clear, organized project documentation on shared drives, including detailed site visit recaps for each project
Role model Service Excellence standards with internal and external customers, striving for First Tier Resolution (FTR) on Technical Support inquiries
Serve as a subject matter expert in product application, installation, and usage
Identify required components and solutions for the Signature Projects toolbox program
Act as the initial point of contact for Technical Support tickets for France, with additional channel coverage as dictated by business needs
Support special projects and initiatives as assigned
This role is based onsite in the Waterworks Paris showroom
Requirements
5 plus years’ experience in hands-on plumbing sales or installation or project management
Fluent in French and English; Italian preferred
Sales, Client Services and/or administrative support experience
Solid knowledge of advanced plumbing concepts/principles, functionality, and installations
Ability to work in a fast-paced environment and be able to manage multiple priorities
Excellent communication skills, both verbal and written
Superior Client Services skills/project management skills
Familiarity with technical drawings and installation guidelines
Excellent computer proficiency, including MS Office (Word, Excel, PowerPoint)
Solid ability to understand and learn new technologies quickly
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