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Service Technician Trainee

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Date: Mar 16, 2019

Location: Lebanon, TN, US, 37090

Company: A. O. Smith Corporation

Primary Function

Technical Specialists 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 general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is specified adequately and functional at all times.   Technical Specialists work to assist callers to repair rather than replace this equipment where possible.


  • Often serves as the only contact to our company for current and potential customers/consumers.  
  • Receive calls from service professionals to assist with the identification of problematic water heating equipment, related equipment and/or installations.
  • Make warranty related decisions for expensive commercial/industrial water heating and related equipment.
  • Provide reference numbers to ensure warranty coverage.
  • Provide specification information for callers considering purchase.
  • Assist customers with sizing a water heater and storage tanks based on facility needs
  • Utilizes drawing system to view specifications about a product; example switch pressures
  • Assess caller’s abilities and refers non-service professionals to service providers when needed.
  • Refer callers to distributors for purchasing and replacement
  • Document caller, installation, and product information.
  • Provides backup support for tankless and residential equipment.
  • Checks availability of parts if the distributor, contracted service provider or other requests this
  • Processes part orders – warranty & sales.
  • Validates accounts.
  • Accepts credit cards. 
  • Reviews proofs of purchase for legitimacy.
  • Review and generate wiring diagrams.
  • Review and generate water, fuel, and venting piping diagrams.
  • Other responsibilities may be assigned as necessary.


  • Bachelor’s degree, preferred
  • Minimum 4 years related experience
  • Or – 6 years related work experience
  • Combination of knowledge in electricity, electronics (example: programmable controls), fuel delivery systems (natural gas, propane, and oil), ventilation systems, plumbing systems, refrigeration (HVAC) systems, and water conditions as well as knowledge of National Fuel Gas Code, Universal Plumbing Code, National Electric Code, and other national and local codes very helpful
  • 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.
  • 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


Associate Degree

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: Nashville

Job Segment: Trainee, Technician, ERP, SAP, HVAC, Entry Level, Technology, Operations