Water Heater Technical Support Agent - Tier 1

Date: Apr 13, 2024

Location: Ashland City, TN, US, 37015

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 $3.5 billion company with 140+ years history and we employ more than 12,000 individuals 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.

Primary Function

To provide moderately complex technical/troubleshooting assistance, general product information, warranty assistance, and parts order processing which requires in depth product knowledge of multiple product lines of water heaters. Primarily deals with an even mix of homeowners and service professionals with greater demands and handles both single and multiunit applications.  Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional. Technical Specialists work to assist callers in repair rather than replacing equipment. Product specific paid training is provided. The liability to provide top quality technical support is greater due to the product’s capacity, the environment that it is in, and the type of questions asked.


  • Manage parts sales order backlog.
  • Utilize JDE information effectively and efficiently while entering all customer parts orders into JDE
  • Receive and handle customer requests and complaints via phone, fax or computer.
  • Inform customer of parts prices, shipping date, anticipated delays, and any additional information needed by customer. 
  • Call customers when necessary to advise shipment delay and/or to obtain additional information. 
  • Check inventory and schedule shipment of customer orders.
  • Follow-up on orders to ensure delivery by specified dates. 
  • Check and confirm, price and discount of customers. 
  • Confers with production, sales, shipping, warehouse, or common carrier personnel to expedite or trace missing or delayed shipments. 
  • Compiles statistics and prepares various reports for management including replacement parts field information, cross reference and parts bulletins.
  • Handle irate customers in a professional manner.
  • Obtain customer feedback information.
  • Participates in continued update and improvement of parts identification tools.
  • Perform other duties as assigned by supervisor.


  • High school dimploma or GED
  • 1+ years of related work experience
  • Excellent computer skills in MS Word, MS Excel, e-mail and Windows. 
  • Responds promptly to customer needs and requests for service and assistance.
  • Listens and remains open to others’ ideas.
  • Gets clarification on instructions.
  • Completes administrative tasks correctly and on time.
  • Prioritizes and plans work activities.
  • Uses time efficiently.
  • Accepts responsibility for own actions.
  • Follows through on commitments.
  • Demonstrates accuracy and thoroughness.


High School Diploma or GED

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: Nashville

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