Job Information
WATTS Plumbing/HVAC Technical Support Specialist in Vernon, British Columbia
Team Tekmar, a Watts Water Technologies brand, is seeking a Technical Support Specialist II to join our team and deliver exceptional customer service while leveraging expertise in HVAC, hydronic systems, radiant, and electric and product knowledge. In this role, you will provide timely technical support and troubleshooting for electrical, mechanical, and control systems via phone and email. You may also represent the company at tradeshows and exhibits.
PRINCIPAL RESPONSIBILITIES AND DUTIES:
Provide representatives, wholesalers, contractors, & homeowners with technical support and troubleshooting of controls in residential & commercial systems
Ensure courteous and effective technical support is delivered to customers via phone calls & emails
Effectively utilize department applications for logging, tracking, and routing of requests
Assist the customer in advanced product application and selection based on the customers’ requirements
Deliver the necessary literature and product information to customers as required
Interface with customers for selection, operation, installation, programming, & troubleshooting of all products
Troubleshoot advanced connected control systems: hydronic, HVAC, radiant and electronic including those that interface with internet, BACnet, or Home Automation systems
Enhance existing processes, practices, and areas for improvement to ensure the Company is maintaining high customer satisfaction and efficiency
Make outgoing calls to customers to investigate projects and ongoing cases
Collect market and customer feedback for use in product research, design, and development by members of the Product Management and R&D teams
Develop resources & processes to assist the department to achieve goals & execute strategy
Produce application mechanical & electrical drawings as required using Microsoft Visio
Represent the Company at tradeshows and exhibits
Potential travel up to 5% if required
Other related projects / tasks as assigned by the manager
EMPLOYEE CORE COMPETENCIES:
We are committed to attracting and managing the best talent globally. We seek to attract and promote employees who demonstrate an ability and willingness to:
Focus on the customer
Communicate effectively3. Initiate positive change4. Drive for results5. Deliver high quality work6. Provide technical expertise
Collaborate
EDUCATION:
High School diploma required. Diploma or bachelor’s degree in technology, engineering, or plumbing/HVAC related field is preferred in combination with at least three years of applicable work experience in a related field.
MANAGEMENT:
None
EXPERIENCE AND REQUIRED SKILLS:
Two to Three years’ applicable work experience in technology, hydronics, or engineering related field
Two years’ work experience in customer service or technical support
Strong interpersonal skills
Ability to mitigate customer issues with poise and confidence
Experience answering technical questions via phone/email
Ability to handle multiple tasks and varying call volumes
An ability to work independently and as part of a team
Strong organizational and time management skills
Basic knowledge of electronics and control systems
Professionalism, working with integrity, and treating people with respect
Other demands include but not limited to; oral, written, and presentation/communications skills
PHYSICAL REQUIREMENTS
Works in an office environment
May have regular exposure to the manufacturing floor
Ability to move throughout the manufacturing and office areas
Alternates between sitting, standing, and moving within the work area
Must be able to wire controls for training & bench testing
Manual dexterity sufficient to effectively use a computer keyboard
Visual acuity to interact with computer terminal