Technical Service Representative

Watertronics; Town of Hartland (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

Watertronics is seeking a Technical Service Representative to support PSN service providers and end users via phone and email. You will listen, analyze, and resolve customer needs, contributing to Watertronics’ reputation through responsiveness and ongoing training of PSN service providers.

You will maintain knowledge of Watertronics products, diagnose issues, promote the PARR catalog, and participate in after-hours support and annual service schools. Field visits are expected.

Qualifications

• High School Diploma or equivalent is required or strongly preferred.
• Must read, write and comprehend instructions in English.
• Able to perform basic arithmetic (addition, subtraction, multiplication, division) with whole numbers, percents, and fractions.
• Able to define issues, collect data, establish facts, and draw conclusions from written or diagram-based instructions.
• Competent with Variable Frequency Drives, PLCs, electrical and mechanical schematics, and SolidWorks drawings.

Responsibilities

• Maintain a basic working knowledge of Watertronics product lines.
• Clarify customer issues, determine cause, evaluate options, and recommend best solution.
• Utilize and promote the PSN service parts catalog (PARR).
• Maintain availability for 24-hour phone support on a rotation basis.
• Assist in developing content and teaching at the Annual Service School for PSN providers.
• Assist in developing warranty records that define failures and their frequencies.
• Assist in Test Department testing equipment prior to shipment.
• Perform at least 2 field visits per year (local or out of state).

Skills

HubSpot

MS Word

MS Excel

MS Teams

Electrical schematics

PLC

SolidWorks

Education

High School Diploma or equivalent

College degree a plus

Tools

HubSpot (ticket management)

HubSpot (deal management)

SolidWorks

Job description

Summary

The Technical Service Representative is responsible for serving the network of PSN Service providers and Watertronics end users, primarily via telephone and email. Listening, understanding, analyzing, researching, and effecting solutions to customer needs and to resolve issues. Assist in building the reputation of PSN/Watertronics through responsiveness to customer needs and continual recruitment and training of PSN Service Providers.

Specific Responsibilities

• Maintain a basic working knowledge of all technical aspects of Watertronics product lines.
• Clarify customer issues, determine cause, evaluate options, and recommend the best solution.
• Utilize and promote the PSN service parts catalog (PARR – Parts and Ready Reference).
• Maintain availability for 24‑hour phone support – rotation basis with other technicians.
• Assist in developing content and teaching at the Annual Service School for PSN providers.
• Assist in developing warranty records that define failures, including cause of failures and frequency of failures.
• Assist in Test Department testing equipment prior to shipment.
• Perform at least 2 field visits per year (can be local or out of state).

Preferred Qualifications

• High School Diploma or equivalent. College or university degree a plus.
• Must be able to read, write, and comprehend instructions in English.
• Must be able to perform addition, subtraction, multiplication, or division using whole numbers, percents, and fractions.
• Able to define issues, collect data, establish facts, and draw conclusions. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Must be competent with Variable Frequency Drives, PLC’s, electrical schematics, mechanical schematics, and Solid Works drawings.

Digital Competency

• Must have good computer skills, including experience with Microsoft Word, Excel, Outlook, and Office 365.
• Must be proficient in using HubSpot as a service ticket management system.
• Must be proficient in using HubSpot as a deal management system.
• Need to have a working understanding of how Watervision connects to our control platform and other control systems (e.g., Toro, Rainbird, etc.).
• Must be proficient in using Microsoft Teams as a communication and collaboration management tool.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, talk, or hear; and use hands to handle, or touch objects or controls. The employee is regularly required to stand and walk. On occasion the incumbent may be required to stoop, bend, or reach above the shoulders. The employee must occasionally lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.