Water Heater Tech Support Tier 2

A. O. Smith Corporation•Johnson City, TN

1d•Hybrid

About The Position

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom. Primary Function To provide moderately complex technical/troubleshooting assistance, general product information, warranty assistance, and parts order processing which requires in depth product knowledge of multiple product lines of water heaters. Primarily deals with an even mix of homeowners and service professionals with greater demands and handles both single and multiunit applications. Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional. Technical Specialists work to assist callers in repair rather than replacing equipment. Product specific paid training is provided. The ability to provide top quality technical support is greater due to the product’s capacity, the environment that it is in, and the type of questions asked. Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.

Requirements

Two-year certificate from college or technical school
High school diploma or GED in related field will be considered with equivalent field experience.
3-5 years of related work experience or training; or equivalent combination of education and experience.
Must be able to type a minimum of 40 words per minute.
Requires an understanding of the design, function, installation, operation and repair of water heaters.
Requires understanding of combustion and the environment in which the water unit is located.
Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and AMSE standards.
Demonstrated proficient verbal and written communication skills.
Demonstrated troubleshooting and problem-solving skills
Software and hardware operation as well as keyboarding experience
Willing to work a 40-hour schedule within open hours of operation, 7:00 am – 7:00 pm Monday - Friday; rotational 8:00 am – 6:00 pm Saturday.

Nice To Haves

Prefer mechanically inclined individuals with previous plumbing or electrical experience.
Prefer previous call center experience.
Prefer experience working with Heat Pump applications in appliances.
Prefer experience working with tankless water systems and commercial systems.

Responsibilities

Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
Answering incoming calls and emails, as well as following up on previous issues with customers solving moderately complex electric and gas water heater equipment issues on multiple product lines.
Use Virtual Remote Assistant (VRA) to visually inspect products with the caller in real time.
Tool is also used to obtain images to verify installation and documentation.
Helping callers connect WIFI enabled heaters and troubleshooting related connection issues.
Documenting call, installation, and product information
Researching moderately complex product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
Remains educated and up to date on current and new products’ technical aspects on multiple product lines of water heaters and related equipment.
Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.
Makes warranty related decisions for moderately complex water heating and related equipment approx. $3,000.
Provides specification information for callers considering purchase including sizing and related equipment information based on end user needs.
Refers callers for purchasing as needed.