Service Technician

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

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world's leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Provide phone customers service, job site field service support and assistance in training programs to provide the customer with the best possible service. Provides customers and end users with product and technical support by performing the following duties.

Responsibilities

• Respond to customer inquiries on the telephone, through online networks, and by mail.
• Communicate with customers to help them understand how to use the product properly.
• Handle customer problems that appear to arise from the use of the product.
• Handle requests for replacing defective parts.
• Complete, maintain, and process pertinent paperwork and records.
• Perform limited field service on Company products as required.
• Assist in preparation of Technical Service Bulletins to provide product related information to the field.
• Understand and troubleshoot water heater piping applications and limited boiler piping applications.
• Provide assistance to other departments as needed.
• Other responsibilities may be assigned as needed.

Qualifications

One-year certificate from college or technical school and two years to four years HVAC related experience; or equivalent combination of education and experience. Required: Proficient in Microsoft Word and Excel, Customer Service experience, Electrical or Mechanical experience, and HVAC experience. Preferred but not required: Control Systems (PLCs), Building Integration Systems, JDE, or Agile.

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis. We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status.

We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.