Plumbing/HVAC Technical Support Specialist

Watts Water Technologies; Vernon; On-site; CAD 52,000 - 70,000; Full time

Job summary

Watts Water Technologies’ Team Tekmar is seeking a Technical Support Specialist II to deliver expert technical support for HVAC, hydronic, radiant, and control systems. You will assist representatives, wholesalers, contractors, and homeowners via phone and email.

You will troubleshoot advanced systems, help with product applications, and develop resources to improve processes. Occasional travel up to 5% and participation in tradeshows may be required.

Qualifications

• High school diploma required; degree preferred in technology/engineering/HVAC.
• 2–3 years in technology, hydronics, or engineering.
• 2 years in customer service or technical support.
• Strong interpersonal and communication skills.

Responsibilities

• Provide technical support and troubleshooting of controls in residential & commercial systems via phone and email.
• Assist representatives, wholesalers, contractors, & homeowners with technical support.
• Log, track, and route requests using department applications.
• Assist customers in product applications based on requirements.
• Deliver 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 including hydronic, HVAC, radiant and electronic interfaces (BACnet, Home Automation).
• Develop resources and processes to improve efficiency and customer satisfaction.
• Produce application drawings using Microsoft Visio as needed.
• Represent the Company at tradeshows and exhibits.
• Potential travel up to 5% if required.

Skills

HVAC

Hydronics

Radiant

Control systems

Electrical troubleshooting

Customer service

Technical documentation

Communication

Education

High School diploma

Bachelor’s degree in technology/engineering/HVAC

Tools

Microsoft Visio

Job description

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

• Focus on the customer
• Communicate effectively
• Initiate positive change
• Drive for results
• Deliver high quality work
• 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 volumesli>
• 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.

Watts Water is a global leader of quality water solutions for residential, industrial, municipal, and commercial settings. Our family of brands offers some of the most varied product lines in the world, with world-class, water-related solutions focused on:

• Drainage and Water Reuse
• HVAC and Hot Water Plumbing and Flow Control
• Water Quality and Rainwater Harvesting

We are a $1.9 billion global company, listed on the New York Stock Exchange (NYSE) with a presence in five (5) continents and twenty-four (24) countries, and an employee population that speaks over eighteen (18) languages. As a people-first company, we prize enriching and caring for all who work here not only through words but through actions. This includes executing our Diversity, Equity, and Inclusion (DEI) strategy, and providing our employees with meaningful career growth opportunities, a positive and safe work environment, and affirmation that they are heard, valued, and respected. We are proud to be an organization that believes that a safer world is a more sustainable world – a belief that we proudly reflect in each of our technologies and solutions and our environmental and social commitments, such as our partnership with Planet Water Foundation.

Learn more about the Watts way, here.

Specialties Plumbing, HVAC, Water Quality, and Gas Headquarters Americas & Corporate Headquarters: North Andover, Massachusetts, USA Asia-Pacific, Middle East & Africa (APMEA) Headquarters: Shanghai, China Company Size About 5,000 employees Website http://www.watts.com/ http://www.wattsindustries.com/ http://www.wattsasia.com/ Industry Machinery Founded 1874