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Customer Service Technical Rep

Date: Nov 19, 2020

Location: Appleton, WI, US, 54914

Company: A. O. Smith Corporation

Water-Right / Appleton, WI

Water technology is one of the fastest-growing industries in the world. As a leading global water technology company, A. O. Smith Corporation is at the center of the trend. We are a $3 billion company with over 140 years of history and more than 16,000 employees. Our emphasis is on hot water and clean water; we are one of the world’s largest manufacturers of residential and commercial water heating equipment as well as a supplier of water purification products in a number of emerging countries.

 

With manufacturing operations in the United States, Canada, Mexico, China, India, and Europe, we have the reach to serve customers worldwide. A. O. Smith is committed to continuous improvement and maintaining a culture that values and respects our employees. 

 

Water-Right, Inc., based in Appleton, Wisconsin, is A. O. Smith's water quality solutions provider with a complete line of residential and commercial products and systems for a wide variety of applications, including solutions for problem well water. Water-Right products are sold under the Evolve®, WaterCare®, Sanitizer Series®, Impression Series® and CustomCare® product brands. In addition to its advanced and innovative product solutions, Water-Right also has a retail facility, Water-Right Services, and a state-certified lab, Clean Water Testing LLC™, specializing in water analytical services. 

 

What You Will Do

As the Customer Service Technical Rep, you will be responsible for providing technical/troubleshooting assistance, general product information, warranty assistance, and limited parts order processing on product that requires extensive product knowledge.  Our primary customers are wholesalers (Plumbing and Pump and Well), plumbers, well drillers/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. You will assist callers in repairing existing equipment or replacing equipment when needed and provide Technical Support of equipment ranging from residential to industrial, with cost of equipment serviced ranging from $2,000 to over 100K, often with multiple units on site.  In addition, you will recommend water treatment systems for residential, commercial, and industrial applications. You will primarily work with design engineers, designing water treatment systems for commercial/industrial installations such as hospitals, hotels, and restaurants.  

What You Will Be Responsible For
  • 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.
     
What You Will Bring
  • Bachelor's degree preferred, but not required
  • Minimum of 3 years of related work experience and training is required
  • Experience in installation, sizing, repair, troubleshooting.
  • Knowledge of water chemistry, pumps and wells
  • Excellent communication skills; verbal and written
  • Strong financial and business acumen
  • Computer literacy, typing 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 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.


Nearest Major Market: Appleton
Nearest Secondary Market: Oshkosh

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