Water Heater Technical Support Specialist

18 hours ago


Ashland, Ohio, United States A. O. Smith Corporation Full time
About the Role

We are seeking a highly skilled Water Heater Technical Support Agent to join our team at A. O. Smith Corporation. As a key member of our customer service center, you will provide world-class technical support to customers, ensuring their water heating needs are met with expertise and professionalism.

Key Responsibilities
  • Provide technical assistance to customers on moderately complex electric and gas water heater equipment issues, utilizing in-depth product knowledge of multiple product lines.
  • Document call, installation, and product information, while researching product/part information and maintaining/updating records using multiple web-based systems.
  • Remain educated and up-to-date on current and new products' technical aspects, ensuring accurate and informed responses to customer inquiries.
  • Assess caller's abilities and refer non-service professionals to service providers when needed, while following warranty processes.
  • Makes warranty-related decisions for moderately complex water heating and related equipment.
Requirements
  • High school diploma or GED in a related field.
  • 3+ years of related work experience or training.
  • Preferably mechanically inclined individuals with previous plumbing or electrical experience.
  • Preferably previous call center experience.
  • Must be able to type a minimum of 40 words per minute.
  • Requires an understanding of the design, function, installation, operation, and repair of water heaters.
  • Requires understanding of combustion and the environment in which the water unit is located.
  • Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and AMSE standards.
  • Demonstrated proficient verbal and written communication skills.
  • Demonstrated troubleshooting and problem-solving skills.
  • Software and hardware operation as well as keyboarding experience.
What We Offer

A competitive compensation package and comprehensive benefits plans, including 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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