Technical Support Specialist

Watts Water•Escondido, CA

21d•Onsite

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 This highly data-driven individual, as part of the Technical Support team, will be responsible for providing front-line technical assistance for the Leak Defense System, driving customer satisfaction and system reliability through efficient issue diagnosis and resolution. The ideal candidate possesses strong analytical skills, clear communication abilities, and a proactive, solution-oriented approach to client support. This position reports to the Supervisor Technical Support. This role is onsite and is based in Escondido, California.

Requirements

Associate degree or higher in a technical field such as Information Technology, Electronics, Plumbing Technology, or related discipline. Equivalent work experience may be considered in lieu of formal education.
2 - 4 years of experience in technical support, field service, or related role.
Ability to understand technical products and applications.
Demonstrated ability to independently troubleshoot and resolve moderately complex technical issues.
Research and problem-solving skills for resolving customer issues promptly.
Familiarity with CRM systems.
Computer experience including MS Office Suite, Internet Explorer, Workflow and Database Management
Excellent communication skills, both written and verbal
Experience with interacting with a variety of customer types
Strong interpersonal skills with staff and all levels of the Organization
Experience answering technical questions via phone
Strong organizational and time management skills
Ability to multitask and prioritize in a fast-paced environment
Ability to handle varying call volumes
An ability to work independently and as part of a team
Ability to learn and absorb information with regard to codes, compliance, and product offerings
Other demands include but not limited to oral, written, and presentation/communications skills.
Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
Must successfully establish employment eligibility and satisfactorily complete background checks and required pre-employment testing as a condition of employment.

Nice To Haves

Previous experience supporting hardware-based or IoT products preferred.
Some knowledge of electronic devices, electrical systems, and plumbing is preferred

Responsibilities

Handle incoming technical support calls related to Leak Defense Systems.
Prioritize, assess, and resolve support issues with minimal supervision, escalating when appropriate.
Troubleshoot product issues and guide clients through problem resolution steps.
Identify and coordinate the shipment of warranty replacement parts as needed.
Identify and correct more complex problems associated with start-up.
Develop ongoing relationships with customers to support long-term satisfaction and product adoption.
Train customers on the features of the equipment they have purchased.
Provide pre-installation, during-installation, and post-installation support to installers.
Assist alarm technicians with the integration of our systems into whole-home monitoring setups.
Manage and respond to support-related emails and voicemails in a timely and professional manner.
Document interactions, issues, and resolutions accurately in our support system.
Collaborate with internal teams to escalate unresolved issues or provide feedback on common problems.
Assume responsibility for other projects and duties as assigned by Supervisor Technical Support or Company management.
Responsibility is directly tied to Watts Values (Integrity, Accountability, Continuous Improvement, Transparency)