Technical Service Rep (Water Systems)

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Water Treatment Technical Support Representative is responsible for providing technical/troubleshooting assistance, general product information, warranty assistance, and limited parts order processing on product that requires extensive product knowledge. Their primary customers are wholesalers (Plumbing and Pump and Well), plumbers, well driller/pump installers, water treatment professionals, general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is specified and serviced properly. Customer Service Technical Rep II also works to assist callers to repair existing equipment or replace equipment when needed.

Responsibilities

• Often serves as the main contact to our company for water treatment questions and equipment information
• Receives calls about treatment equipment and techniques.
• Providing water analysis interpretation and product recommendation
• Trouble shoot equipment problems in the field and direct proper repair procedures recommending parts.
• Assist with sizing water treatment based on facility size and water usage. Assisting with installation procedures.
• Referring homeowners and potential customers to dealers and distributors for water treatment sales and service.
• Quote specific commercial/industrial water treatment equipment utilizing engineered drawings and specs provided by customers.
• Perform audits and modifications when needed on bill of materials for equipment builds.
• Perform quality control functions and programming inspections on all commercial and industrial equipment before it leaves Water-Right.
• Work internally on product improvement and advancement of new and existing products.
• Test and vet out issues that are identified either internally or through feedback of dealers and distributors
• Provide technical data to internal Marketing Department for literature, and spec sheets on equipment.
• Provide specifications of equipment to caller inquiries.
• Check availability of parts for dealers and distributors to assist in order entry.
• Other responsibilities may be assigned as necessary.
  

Qualifications & Experience

• Associate Degree preferred
• 3 years of related work experience or training
• Experience in installation, sizing, repair, troubleshooting.
• Water chemistry knowledge or background
• Pump and well knowledge
• Ability/aptitude for all skills listed in the primary function above
• Excellent communication skills; verbal and written
• Good financial and business acumen
• Good typing/keyboarding skills
• Computer literacy and navigation skills: Ability to navigate between applications (often within one call) including but not limited to ASI, Sales Force, InContact, multiple order processing systems (portals, GUIs, etc.), SAP, warranty processing, and more

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.