Technical Support Specialist

About the Company

We’re Watts. Together, we’re reimagining the future of water. We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

This highly data-driven individual, as part of the Technical Support team, will be responsible for providing front-line technical assistance for the Leak Defense System, driving customer satisfaction and system reliability through efficient issue diagnosis and resolution. This role is onsite and is based in Escondido, California.

• Handle incoming technical support calls related to Leak Defense Systems.
• Prioritize, assess, and resolve support issues with minimal supervision, escalating when appropriate.
• Troubleshoot product issues and guide clients through problem resolution steps.
• Identify and coordinate the shipment of warranty replacement parts as needed.
• Identify and correct more complex problems associated with start-up.
• Develop ongoing relationships with customers to support long-term satisfaction and product adoption.
• Train customers on the features of the equipment they have purchased.
• Provide pre-installation, during-installation, and post-installation support to installers.
• Assist alarm technicians with the integration of our systems into whole-home monitoring setups.
• Manage and respond to support-related emails and voicemails in a timely and professional manner.
• Document interactions, issues, and resolutions accurately in our support system.
• Collaborate with internal teams to escalates unresolved issues or provide feedback on common problems.
• Assume responsibility for other projects and duties as assigned by Supervisor Technical Support or Company management.

• Associate degree or higher in a technical field such as Information Technology, Electronics, Plumbing Technology, or a related discipline. Equivalent work experience may be considered.
• 2–4+ years of experience in technical support, field service, or a related role.
• Ability to understand technical products and applications.
• Demonstrated ability to independently troubleshoot and resolve moderately complex technical issues.
• Research and problem‑solving skills for resolving customer issues promptly.
• Familiarity with CRM systems.
• Computer experience including MS Office Suite, Internet Explorer, Workflow and Database Management.
• Excellent communication skills, both written and verbal.
• Experience interacting with a variety of customer types.
• Strong interpersonal skills with staff and all levels of the organization.
• Experience answering technical questions via phone.
• Strong organizational and time management skills.
• Ability to multitask and prioritize in a fast‑paced environment.
• Ability to handle varying call volumes.
• Ability to work independently and as part of a team.
• Ability to learn and absorb information related to codes, compliance, and product offerings.
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
• Must successfully establish employment eligibility and satisfactorily complete background checks and required pre‑employment testing as a condition of employment.

• Previous experience supporting hardware‑based or IoT products preferred.
• Some knowledge of electronic devices, electrical systems, and plumbing is preferred.

• Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
• Punctuality and dependability.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Maintain productive and collaborative relationships with other Watts employees.
• Adherence to Watts’ seven cultural beliefs:
  Growth Mindset, Customer‑Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

• This position may require occasional after‑hours support or on‑call…