Technical Services Representative III
About The Position
We’re Watts. Together, we’re reimagining the future of water. We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource. What we do: For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead. Scope of Position The primary function of a Technical Service Representative is to provide exceptional service and product knowledge, informing customers about the features and benefits of our products, including backflow, valves, and floor heating systems. This role focuses on building and maintaining strong customer relationships in both commercial and residential applications. This position reports to the Supervisor, Technical Services. This role is hybrid and is based in No. Andover, MA.
Requirements
- A minimum of two years of post-secondary technical education or equivalent experience.
- 5+ years of experience in technical support/service within the plumbing industry or holding a Journeyman or Master Plumber license.
- At least two years of hands-on experience applying skills from trade licenses in Plumbing, Heating, and Air Conditioning.
- Strong knowledge of the Uniform Plumbing Code, Southern Plumbing Code, ASSE, and USC Backflow Prevention and Cross-Connection Control.
- Proficiency with the MS Office suite (Outlook, Word, Excel, PowerPoint).
- Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
- Punctuality and dependability.
- Ability to be flexible and adapt to changing work priorities and stressful conditions.
- Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
- Maintain productive and collaborative relationships with other Watts employees.
- Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.
- Ability to remain seated at a desk or workstation for extended periods.
- Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
- Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
- Ability to read documents, use a computer, and perform data entry tasks.
- Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
- Ability to operate standard office equipment such as computers, printers, phones, and copiers.
- Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
Nice To Haves
- Previous experience in a Wholesale Plumbing Sales environment is preferred.
- Prior experience with ERP systems (e.g., QAD or SAP) is a plus.
- Experience with Salesforce or other CRM systems is a plus.
Responsibilities
- Provide service and expert advice on plumbing devices in both residential and commercial applications.
- Troubleshoot, diagnose, and offer solutions for plumbing-related issues.
- Respond to technical inquiries via phone (automated call system), email, and other channels ensuring timely and accurate record-keeping.
- Collaborate with management to resolve customer inquiries and provide valuable feedback to product engineering and management.
- Guide customers through step-by-step solutions.
- Escalate complex issues to higher-level support or specialized departments.
- Maintain detailed records of customer interactions.
- Manage support tickets and ensure timely resolution.
- Follow up with customers to ensure issues are resolved.
- Contribute to the development of support documentation and knowledge base articles.
- Provide feedback to improve support processes.
- Collaborate with other support team members.
- Stay updated on the latest plumbing products and technology trends.
- Take on additional assignments and responsibilities as needed.
Benefits
- Competitive compensation based on your skills, qualifications and experience
- Comprehensive medical and dental coverage, retirement benefits
- Family building benefits, including paid maternity/paternity leave
- 10 paid holidays and Paid Time Off
- Continued professional development opportunities and educational reimbursement
- Additional perks such as fitness reimbursements and employee discount programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
