Water Heater Technical Support Agent - Tier 2 (Call Center)

AOS/Ashland City, TN

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

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 ability 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. 

Responsibilities

• Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
• Answering incoming calls and emails, as well as following up on previous issues with customers solving moderately complex electric and gas water heater equipment issues on multiple product lines.
• Use Virtual Remote Assistant (VRA) to visually inspect products with the caller in real time.
  • Tool is also used to obtain images to verify installation and documentation.
• Helping callers connect WIFI enabled heaters and troubleshooting related connection issues.
• Documenting call, installation, and product information
• Researching moderately complex product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
• Remains educated and up to date on current and new products’ technical aspects on multiple product lines of water heaters and related equipment.
• Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.
• Makes warranty related decisions for moderately complex water heating and related equipment approx. $3,000.

Additional Responsibilities

• Provides specification information for callers considering purchase including sizing and related equipment information based on end user needs.
• Refers callers for purchasing as needed.
• Inputs product registrations. Utilizes drawing system to view specifications about a product; example switch pressures.
• Review and generate wiring diagrams.
• Review and generate water, fuel, and venting piping diagrams.
• Reviews proofs of purchase for legitimacy.
• Serves as the first contact our customers and potential customers have with our company.  It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.
• Perform other duties as assigned.

Qualifications

• Prefer Associate's degree or Trade Certificate in technical or related field
• 3+ years of related work experience or training
• Prefer mechanically inclined individuals with previous plumbing or electrical experience.
• Prefer previous call center experience.
• Must be able to type a minimum of 40 words per minute.
• Requires an understanding of the design, function, installation, operation and repair of water heaters.
• Requires understanding of combustion and the environment in which the water unit is located.
• Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and AMSE standards.
• Demonstrated proficient verbal and written communication skills.
• Demonstrated troubleshooting and problem-solving skills
• Software and hardware operation as well as keyboarding experience
• Willing to work a 40-hour schedule within open hours of operation, 7:00 am – 7:00 pm Monday - Friday; rotational 8:00 am – 6:00 pm Saturday.  

Education

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.