Technical Support Specialist II

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:

1.   Focus on the customer

2.   Communicate effectively
3.   Initiate positive change
4.   Drive for results
5.   Deliver high quality work
6.   Provide technical expertise

7.   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