Technical Service Representative

Watts Water Technologies•Menomonee Falls, WI

6d•Hybrid

About The Position

The Technical Service Representative serves as a critical bridge between customers, service, and product development. This role provides expert technical support while capturing customer insights that drive product improvement, quality, and innovation. You will combine hands-on troubleshooting with analytical problem-solving to resolve issues, improve the customer experience, and influence future product design.

Requirements

Bachelor’s degree in related field and one 1+ years’ experience; or equivalent combination of education and experience.
Experience in the plumbing industry is a plus.
Proficiency in Microsoft Office Suite.
Polished phone etiquette.
Working knowledge of Microsoft Office products required.
Outstanding interpersonal skills with an emphasis on building strong team relationships.
Proactive, creative work style and self-driven work style.
Willingness to travel, as required.

Nice To Haves

Experience in the plumbing industry is a plus.

Responsibilities

Assist customers, reps, engineers and others by identifying the appropriate Bradley product to suit an application.
Troubleshoot product failures by isolating the root cause and taking appropriate measures to resolve the issue in a timely and thorough manner.
Document customer complaints clearly to support accurate issue tracking and resolution.
Process replacement and shortage order inquiries in an expeditious manner.
Complete customer complaint information based on policy for an accurate and comprehensive overview of identified problems for proper root cause identification.
Partner with Customer Service, Engineering, Quality, and Product Management to resolve issues and improve products.
Within corporate guidelines and when applicable, negotiates labor rates relative to repairs.
Participate in Product Management Team (PMT) sessions representing the technical service team and report meeting highlights to technical team.
Participates in product audits and new product development efforts.
Review and provide input on technical literature.
Assist with product recalls.
Assist with installs of products as needed.
Promote customer service excellence throughout the organization and continuously evaluate, identify and lead process improvements that positively impact the customer experience.