Services Technician

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

Job summary

Bradford White is looking for a Services Technician I to provide customer service and technical support for water heating products. You will assist service technicians and homeowners in a fast-paced contact center, focusing on customer satisfaction through troubleshooting and installation support.

Qualifications include 3-5 years in customer service, preferably with HVAC or plumbing experience. Strong communication skills are essential, and the role involves resolving complex technical issues.

Qualifications

• 3-5 years of experience in customer service.
• Strong verbal and written communication skills.
• Experience with escalation resolution.

Responsibilities

• Support and assist in processing customer claims.
• Review service cases to determine issues.
• Respond to phone calls from end users and contractors.
• Resolve challenging technical issues.

Skills

Customer service

Technical troubleshooting

Communication skills

Education

High school diploma or equivalent

Associates degree or technical certification in HVAC or Plumbing

Job description

Primary Function

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 troubleshooting 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 communication skills
• Experience with escalation resolution
• Ability to work in a collaborative environment and independently