Tech CSR

Job Description

We are looking for a candidate familiar with Navien and/or the tankless industry. They will bring strong customer service skills and the ability to troubleshoot over the phone, work well in a team, and communicate effectively under high‑pressure situations. This role requires self‑motivation, a positive attitude, resourcefulness, and enthusiasm for customer service.

• Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects to educate and promote company products.
• Troubleshoot water heater products and issues via phone, clearly detecting problems and pinpointing accurate solutions.
• Identify, research, and resolve contractor/end user installation and product use issues.
• Determine whether problems are business or technical and resolve or appropriately escalated.
• Enter product warranty information and detailed notes for each unit addressed.
• Follow‑up on customer issues in a timely manner.
• Assist fellow technicians with high‑priority technical questions.
• Answer emails from the company website regarding product information and troubleshooting.
• Assist non‑English speakers and support Spanish call queue as needed.
• Complete miscellaneous tasks and projects assigned by the supervisor.

• Customer service
• Technical support
• HVAC

• 1+ year of customer service, phone support, or related experience.
• Minimum 2 years of technical troubleshooting experience.
• High School Diploma or equivalent.
• Clear communication of product information to end‑users, contractors, distributors, engineers and architects.
• Strong customer service and teamwork abilities.
• Occasional job site visits for troubleshooting.
• Familiarity with Microsoft Office, especially Outlook.
• Availability to work any of the 7 days a week (including holidays) and flexibility for overtime as needed.
• Preference for experience with HVAC hands‑on field work.
• Completion of HVAC training or certificate program, or related field.
• Experience in a call‑center environment.
• Knowledge of Navien products or the tankless industry.
• Enjoyment of troubleshooting challenges.
• Bonus:
  Bilingual skills (Spanish, French, Mandarin, Korean).

Entry Level

Contract to Hire, Irvine, CA

Pay range: $20.65 – $22.00/hr.

The temporary role may qualify for the following benefits, subject to eligibility and length of employment:
Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan (pre‑tax and Roth), Life Insurance (voluntary life & AD&D for employee and dependents), Short and long‑term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, Time Off/Leave (PTO, vacation or sick leave).

Hybrid position in Irvine, CA

Position anticipated to close on Jul 6, 2026.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.