Services Technician

Bradford White Corporation; Middleville (MI); On-site; USD 45,000 - 60,000; Full time

Job summary

Bradford White Corporation is looking for a Services Technician I to provide customer service and technical support on their water heating products. In this role, you’ll ensure customer satisfaction by addressing troubleshooting and installation queries in a fast-paced contact center environment.

The ideal candidate will have 3-5 years of customer service experience and familiarity with HVAC/plumbing services. Strong communication skills are crucial.

Qualifications

• 3-5 years of experience in a customer service setting.
• Familiar with HVAC/Plumbing terminology and practices preferred.
• Ability to work both collaboratively and independently.

Responsibilities

• Provide customer service and technical support on water heating products.
• Assist in processing customer claims and ensuring appropriate service solutions.
• Respond to technical questions and issues from end users and contractors.

Skills

Customer service experience

Technical support skills

Strong communication skills

Education

High school diploma or equivalent

Associates degree or technical certification in HVAC or Plumbing

Job description

The Services Technician I will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support.

Responsibilities

• Support and assist in the processing of customer claims and ensuring delivery of the appropriate service solution
• Review service cases and make determination of any site-related or component-related problems
• Respond and process phone calls from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues
• Defuse and resolve more difficult and challenging technical issues

Job Requirements

• 3-5 years of experience in a customer service
• Comfortable in a fast-paced contact center environment
• Installation and servicing of plumbing and HVAC/R products is ideal, but not required
• Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred
• High school diploma or equivalent; Associates degree or technical certification in HVAC or Plumbing desirable
• Strong verbal and written communications skills
• Experience with escalation resolution
• Ability to work in a collaborative environment and independently

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.