Sr. Technical Support Specialist

The Sr. Technical Specialist provides expert-level support for our Commercial and Industrial Water Treatment systems, resolving complex technical issues and guiding customers, partners, and service contractors through troubleshooting, installations, and warranty inquiries. This role ensures a seamless customer experience by offering timely solutions, interpreting technical documentation, and coordinating service needs.

This position reports to the Sr. Manager of Sales and Customer Engagement. This role is remote and based out of the Fort Worth, TX location.

• Technical Support for all Commercial/Industrial Water Treatment Products. Must know water treatment solutions such as ultraviolet light, ion exchange, filtration, and reverse osmosis
• Manage calls or emails regarding part replacements, programming, troubleshooting, and on-site startup for equipment.
• Logistics Support for all Commercial/Industrial Products. This includes calls or emails about freight/weights, shipping questions, order tracking, and lost shipments.
• Warranty Support for all Commercial/Industrial Products.
• Use Sales Force Systems document and manage service functions.
• Contract and provide technical product support and guidance to third‑party service contractors.
• Possess the ability to review wiring diagrams, schematics, and CAD drawings
• A self‑starter with the ability to work in a team‑oriented call‑center support environment.
• Effectively communicate at different levels of the organization, both internally & externally.
• After‑hours on‑call technical support on a rotating basis.
• Assume responsibility for other projects and duties as assigned by the Sr. Manager of Sales and Customer Engagement or Company management.
• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)
• Travel Requirements: 20%

• Bachelor's Degree in Chemistry, Engineering, or related field
• Minimum 3 years’ experience in the water treatment industry. The ideal candidate will possess 3-5 years of water treatment experience and/or mechanical field experience, as well as education and training.
• Field service coordination/project management experience a plus.
• 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.

• 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.

While performing the job duties, you will be working remotely in an office environment. You may be required to occasionally travel to and work in the office at the Watts Facility locations for meetings, trainings, or as otherwise required by Company management.

• Ability to remain seated at a desk or workstation for extended periods.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office‑related materials.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
• Ability to stand for long periods of time.
• Ability to lift…