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

The Technical Support Team Lead is responsible for the day-to-day operations and supervision of a team of Technical Support Representatives. Answer telephone calls from consumers, distributors, service agents and field sales personnel for technical assistance and product support.

Responsibilities

SPECIFIC DUTIES/ACCOUNTABILITIES (List in order of importance)

• Install water softeners ¾”, 1” and 1.25”
• Complete Maintenance and repairs on residential and commercial water treatment equipment.
• Deliver salt to both residential and commercial customers.
• Record unit data and test water conditions on each and every service call.
• Maintain customer relationships and provide answers during the course of service calls and salt deliveries.
• Utilize interpersonal skills to communicate professionally at all levels with customers and within the company.
• Provide written and verbal reports of service calls that incorporate the complete understanding of a Water System.
• Communicate with management, sales and customer service to resolve customer complaints.
• Travel in company vehicle in order to support and maintain service area.
• Maintain service vehicle inventory.
• Provide service assistance to customers via telephone contact.
• Add service call photos to CRM
• Take in salt deliveries and unload into warehouse via forklift.
• Understanding of CRM scheduling and MAS sales order entry.
• Removal of rental equipment when needed.
• Basic shop duties such as cleaning and building maintenance.
• Provide assistance to other departments as needed.
• Perform any other activities as needed or as directed.

Role Specific Responsibilities

BASIC QUALIFICIATIONS:

• Associates Degree in a technical related field preferred
• Minimum of 3 years related work experience
• Knowledge of plumbing, solder, copper, and wirsbo

ADDITIONAL QUALIFICATIONS:

• HVAC/Plumbing/Mechanical related experience preferred
• Trade Certification, preferred.
• Proficiency with computers and programs, specifically Microsoft Office software
• Proficient customer service experience.
• Demonstrated experience in Control Systems (PLCs) and Building Integration Systems preferred.
• Possess a general understanding of local, state, and national codes / regulations.
• Ability to work independently and as a team to meet deadlines and goals.
• Demonstrated comprehension of water supply systems, pressure boosting systems, regulation, piping scenarios etc.

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.