Technical Support Specialist

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.

Primary Job Duties and 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)

Required Qualifications

• 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.

Preferred Qualifications

• Previous experience supporting hardware-based or IoT products preferred.

• Some knowledge of electronic devices, electrical systems, and plumbing is preferred

General Applicable Company Competencies

• 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.

Working Conditions: This position may require occasional after-hours support or on-call availability depending on client needs. Remote and in-office work options may be available.

While performing the job duties, you will be working on-site at a manufacturing facility and will perform the majority of your duties in an office environment. You may, at times, be required to be present on the manufacturing floor and will be required to wear the appropriate personal protective equipment. You will be required to work in the office at the Escondido, California location (Monday – Friday). Your scheduled work hours will be communicated to you by your manager.

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• While performing the duties of this job, the employee is frequently required to walk, talk, and/or hear.

• The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel.

• The employee must occasionally lift and/or move up to 40 pounds.

• Specific vision abilities required by this job include: close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

• 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 operate standard office equipment such as computers, printers, phones, and copiers.

• Ability to wear personal protective equipment, which may include, but is not limited to, safety shoes, hearing protection, and safety glasses.

Pay Range:

The expected salary range for this position is $27.50 - $31.55 hourly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

#LIOnsite

Watts in it for you:

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• 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
• Learn more about our benefit offerings here: https://tapintowattsbenefits.com/

How we work:

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.