HVAC Field Service Technician (Customer Support)

A.O. Smith; Lebanon (TN); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

Medical and dental insurance

Retirement savings plan

Tuition assistance

Job summary

A.O. Smith is seeking a qualified service-focused professional to provide phone and on-site field support, plus assist in training programs to ensure customers receive the best possible service. The role involves technical product guidance and troubleshooting for water heating equipment.

Responsibilities include handling inquiries, explaining usage, replacing defective parts, completing paperwork, and performing limited field service with collaboration across departments as needed.

Qualifications

• One-year certificate from college or technical school or equivalent.
• Two to four years HVAC related experience or equivalent education/training.
• Proficient in Microsoft Word and Excel; customer service experience; electrical or mechanical experience.

Responsibilities

• Respond to customer inquiries by phone, online, and mail.
• Explain product use to customers and help resolve issues.
• Address problems arising from product use and replace defective parts as needed.
• Process paperwork and records; maintain accurate service documentation.
• Provide limited field service on company products and assist colleagues.
• Support technician training and develop product bulletin content as needed.
• Understand water heater piping and basic boiler piping applications.

Skills

Customer Service

Electrical/Mechanical

HVAC

Education

One-year certificate from college or technical school

Tools

Microsoft Word

Excel

Job description

A.O. Smith is seeking a qualified service-focused professional to provide phone and on-site field support, plus assist in training programs to ensure customers receive the best possible service. The role involves technical product guidance and troubleshooting for water heating equipment.

Responsibilities include handling inquiries, explaining usage, replacing defective parts, completing paperwork, and performing limited field service with collaboration across departments as needed.