Technical Service Representative

5 days ago

Lancaster, Pennsylvania, United States Lancaster Water Group Full time
:

Company Overview

Lancaster Water Group is a fast growing, family-owned OEM water treatment manufacturer dedicated to providing high-quality systems to plumbing wholesalers across the United States. With over 80 years of industry experience, we pride ourselves on our craftsmanship, innovation, and unwavering commitment to customer success. As we continue to expand, we are seeking driven professionals who value integrity, teamwork, and continuous improvement.

Position Title:

Technical Service Representative

Level: Mid-Level

Location: Lancaster, PA

Reports To: Director of Customer Experience

Role Summary

The Technical Service Representative will play a critical role in providing direct technical support and troubleshooting expertise to Lancaster Water Group's network of plumbing contractors and wholesale partners. This individual will handle inbound technical service calls and emails, diagnose water treatment challenges, and guide customers through product setup and resolution. The ideal candidate possesses a strong understanding of water treatment systems, a customer-first mindset, and the ability to communicate clearly and confidently in technical discussions.

Key Responsibilities

  • Provide professional and timely technical assistance via phone and email to wholesalers and plumbing contractors.
  • Diagnose and troubleshoot water treatment systems, including water softeners, reverse osmosis units, filtration systems, and UV systems.
  • Support contractors with installation guidance, system start-up, and operational adjustments.
  • Maintain accurate service logs, documentation, and case details in Lancaster's ERP system.
  • Collaborate with internal departments, including engineering, customer service, and sales, to resolve field challenges.
  • Contribute to the development of technical resources, FAQs, and training documentation.
  • Manage the RMA process, including issuing return authorizations, coordinating testing of returned material, and processing customer credits as appropriate.
  • Uphold Lancaster's reputation for excellence through professionalism, courtesy, and technical expertise.

Requirements:

Qualifications

  • Prior experience in water treatment — either in field service or technical phone support.
  • Strong analytical and problem-solving skills for diagnosing system performance issues.
  • Proficient in Microsoft Office (Word, Outlook, Excel) and comfortable working in ERP environments.
  • Excellent communication and interpersonal skills, with the ability to simplify complex topics.
  • Demonstrated customer service background with a proactive and solution-oriented mindset.
  • Ability to manage multiple priorities in a fast-paced, team-oriented environment.

Additional Information

  • Work Environment: This is an on-site position with limited remote flexibility after successful training and demonstration of technical expertise.

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