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Technical Service Representative, Returns/Claims

Date: Jan 27, 2022

Location: Appleton, WI, US, 54914

Company: A. O. Smith Corporation

Primary Function

Do you strive working independently? Do you enjoy doing some hands on work to solve problems, but also can hold your own communicating with customers via email and phone? If so, please read on!

This Mon-Friday days Technical Service- Returns position is responsible for processing the returns and evaluating warranty claims on water treatment products. This position also handles customer inquires about water test results and how to use the product properly.



  • Direct investigation of customer product failures regarding quality, tolerances, specifications, filed conditions, and delivered condition of products
  • Communicate warranty determination results from analysis, and field corrective action plan to customers.
  • Process RMAs in SAP & ship warrantee products back to venders
  • Repair units sent back to Water-Right. Determine if repair is warrantied or billable.
  • Field homeowner phone calls. Troubleshoot units over the phone, help select dealers, answer general water quality questions.
  • Water testing. Perform standard/basic water quality tests and send results back to customers
  • Prepares items to be shipped back to vendors either warranty or defective
  • Prepares, picks and ships regional school materials to respective RSM.
  • Manages local customer pickups and associated paperwork.


Service Technician

  • Respond to customer inquires on the telephone, through on-line networks, and by mail.
  • Communicate with customers to help them understand how to use the product properly.
  • Handle customer problems that appear to arise from the use of the product.
  • Handle requests for replacing defective parts.
  • Complete, maintain, and process pertinent paperwork and records for the RMAs.



Electrical or Mechanical experience or HVAC experience preferred

              SAP experience preferred


High School Diploma or GED

Years of Experience

Minimum of 3 years of related work experience or training

We Offer

Competitive base salary 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: ERP, Customer Service Representative, SAP, HVAC, Electrical, Technology, Customer Service, Operations, Engineering