Technical Specialists is responsible for providing technical/troubleshooting assistance, general product information, warranty assistance, and limited parts order processing on product that requires extensive product knowledge. Their primary customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is specified adequately and functional at all times. Technical Specialists work to assist callers to repair rather than replace this equipment where possible.
Often serves as the only contact to our company for current and potential customers/consumers.
Receive calls from service professionals to assist with the identification of problematic water heating equipment, related equipment and/or installations.
Make warranty related decisions for expensive commercial/industrial water heating and related equipment.
Provide reference numbers to ensure warranty coverage.
Provide specification information for callers considering purchase.
Assist customers with sizing a water heater and storage tanks based on facility needs
Utilizes drawing system to view specifications about a product; example switch pressures
Assess caller’s abilities and refers non-service professionals to service providers when needed.
Refer callers to distributors for purchasing and replacement
Document caller, installation, and product information.
Provides backup support for tankless and residential equipment.
Checks availability of parts if the distributor, contracted service provider or other requests this
Processes part orders – warranty & sales.
Accepts credit cards.
Reviews proofs of purchase for legitimacy.
Review and generate wiring diagrams.
Review and generate water, fuel, and venting piping diagrams.
Other responsibilities may be assigned as necessary.
Bachelor’s degree, preferred
Minimum 4 years related experience
Or – 6 years related work experience
Combination of knowledge in electricity, electronics (example: programmable controls), fuel delivery systems (natural gas, propane, and oil), ventilation systems, plumbing systems, refrigeration (HVAC) systems, and water conditions as well as knowledge of National Fuel Gas Code, Universal Plumbing Code, National Electric Code, and other national and local codes very helpful
Computer literacy and navigation skills: Ability to navigate between applications (often within one call) including but not limited to ASI, Sales Force, InContact, multiple order processing systems (portals, GUIs, etc.), SAP, warranty processing, and more.
Ability/aptitude for all skills listed in the primary function above
Excellent communication skills; verbal and written
Good financial and business acumen
Good typing/keyboarding skills
Years of Experience
Minimum of 3 years of related work experience or training
Competitive base salary and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.