Technical Support Rep. - Customer Service

Date: Feb 18, 2024

Location: Appleton, WI, US, 54913

Company: A. O. Smith Corporation

Company / Location Information

We are one of the world’s leading manufacturers of water heating and water treatment technologies in the world. We are a $4.5 billion company with 140+ years history and we employ more than 14,000individuals globally who pride themselves on providing the world with innovative water technology. We are committed to Continuous Improvement, not just in our factories or processes, but in our people. A O Smith Corporation will be celebrating their 150th year anniversary in 2024.

Primary Function

Water Treatment Technical Service Rep. 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. Water Treatment Technical Service Rep. also works to assist callers to repair existing equipment or replace equipment when needed.

Responsibilities

Role Specific 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 (will train)
  • 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. (will train)
  • 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. (will train)
  • Work internally on product improvement and advancement of new and existing products. Will train)
  • 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

  • Assoicate Degree in related field preferred
  • 3+ years of related work experience or training (mechanical aptitude in lieu of water treatment)
  • Experience in installation, sizing, repair, troubleshooting. (Mechanical products)
  • Water chemistry knowledge or background a plus not required.
  • Pump and well knowledge a plus not required.
  • 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.

Education

Associate Degree in Related Field

Years of Experience

Minimum of 3 years of related work experience or training

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.


Nearest Major Market: Appleton
Nearest Secondary Market: Oshkosh

Job Segment: Wastewater, Water Treatment, Technical Support, Customer Service Representative, Engineering, Technology, Customer Service, Sales