Water Heater Product Specialist (Level II)

Water Heater Product Specialist (Level II)

Residential Water Heaters

REMOTE

Full-time

WHAT WE ARE LOOKING FOR

The ideal candidate for this position is familiar with Navien and/or the tankless industry. They have strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. Essential attributes include excellent communication and interpersonal skills and the ability to multitask and remain focused in high-pressure situations. In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.

Responsibilities:

• Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company's products.
• Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
• At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
• Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
• Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
• Follow-up with customer issues in a timely manner.
• Assist fellow technicians with high priority technical questions.
• Answer emails from company website in regard to product information and troubleshooting.
• May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.
• Complete any miscellaneous tasks/projects assigned by your supervisor.

Requirements:

• 1 year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience
• High School Diploma or equivalent.
• Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributor, engineers and architects.
• Strong customer service skills and team player
• Occasional job site visits for troubleshooting.
• Familiar with Microsoft Office applications, particularly Microsoft Outlook.
• Availability to work any of the 7 days a week (including Holidays) and be flexible to work additional overtime when deemed necessary by Supervisor.

Preferred Qualifications:

• Experience with HVAC hands-on field work.
• Completion of HVAC training/certificate program, or related field
• Experience in a call-center environment.
• Knowledge of Navien products or the tankless industry.
• A drive to help others and those that enjoy the troubleshooting puzzle.
• Bilingual skills a plus; Spanish, French, Mandarin or Korean

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.

Pay Scale: $21.00 - $23.00/hr. DOE plus Annual Bonus Opportunity!

Benefits

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%
• Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
• 10.5 Paid Holidays per calendar year
• Community Involvement Volunteer Day
• 401K Plan, 100% match on employee's contribution, up to a maximum of 5%
• Employee discounts on Navien products
• LinkedIn Learning License

About Navien, Inc.

Since 2006, Navien, Inc. has rapidly emerged as one of the fastest-growing companies in the home comfort sector across North America. A leader in condensing technology, Navien has revolutionized the industry with its line of high-efficiency condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2024, Navien was recognized as the number one selling manufacturer of gas tankless water heaters and wall-hung boilers in North America.

Expanding its offerings, Navien now boasts a full line of HVAC products, including the innovative NPF Hydro-furnace. Additionally, Navien has ventured into the heat pump water heater market, further solidifying its commitment to sustainable and energy-efficient solutions for home comfort. The company is also making strides in the water treatment space with cutting-edge scale prevention systems and whole-house filtration solutions.

Navien's international reputation is built on sophisticated engineering, robust design, and a steadfast commitment to quality. Backed by over 40 years of advanced technology expertise from its parent company, KD Navien, the company continues to push boundaries in product development. Navien products are available across the United States and Canada through a select network of trusted wholesale distributors.

Navien, Inc. is an Equal Opportunity Employer

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