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Technical Support Specialist II
2 weeks ago
Team Tekmar, a Watts Water Technologies brand, is seeking a Technical Support Specialist II to join our team and deliver exceptional customer service while leveraging expertise in HVAC, hydronic systems, radiant, and electric and product knowledge. In this role, you will provide timely technical support and troubleshooting for electrical, mechanical, and control systems via phone and email. You may also represent the company at tradeshows and exhibits.PRINCIPAL RESPONSIBILITIES AND DUTIES:Provide representatives, wholesalers, contractors, & homeowners with technical support and troubleshooting of controls in residential & commercial systemsEnsure courteous and effective technical support is delivered to customers via phone calls & emailsEffectively utilize department applications for logging, tracking, and routing of requestsAssist the customer in advanced product application and selection based on the customers’ requirementsDeliver the necessary literature and product information to customers as requiredInterface with customers for selection, operation, installation, programming, & troubleshooting of all productsTroubleshoot advanced connected control systems: hydronic, HVAC, radiant and electronic including those that interface with internet, BACnet, or Home Automation systemsEnhance existing processes, practices, and areas for improvement to ensure the Company is maintaining high customer satisfaction and efficiencyMake outgoing calls to customers to investigate projects and ongoing casesCollect market and customer feedback for use in product research, design, and development by members of the Product Management and R&D teamsDevelop resources & processes to assist the department to achieve goals & execute strategyProduce application mechanical & electrical drawings as required using Microsoft VisioRepresent the Company at tradeshows and exhibitsPotential travel up to 5% if requiredOther related projects / tasks as assigned by the managerEMPLOYEE CORE COMPETENCIES:1. Focus on the customer2. Communicate effectively3. Initiate positive change4. Drive for results5. Deliver high quality work6. Provide technical expertise7. CollaborateEDUCATION:High School diploma required. Diploma or bachelor’s degree in technology, engineering, or plumbing/HVAC related field is preferred in combination with at least three years of applicable work experience in a related field.MANAGEMENT:NoneEXPERIENCE AND REQUIRED SKILLS:Two to Three years’ applicable work experience in technology, hydronics, or engineering related fieldTwo years’ work experience in customer service or technical supportStrong interpersonal skillsAbility to mitigate customer issues with poise and confidenceExperience answering technical questions via phone/emailAbility to handle multiple tasks and varying call volumesAn ability to work independently and as part of a teamStrong organizational and time management skillsBasic knowledge of electronics and control systemsProfessionalism, working with integrity, and treating people with respectOther demands include but not limited to; oral, written, and presentation/communications skillsPHYSICAL REQUIREMENTSWorks in an office environmentMay have regular exposure to the manufacturing floorAbility to move throughout the manufacturing and office areasAlternates between sitting, standing, and moving within the work areaMust be able to wire controls for training & bench testingManual dexterity sufficient to effectively use a computer keyboardVisual acuity to interact with computer terminal
