Technical Service Representative

Technical Service Representative

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.

Scope of Position

The Technical Service Representative serves as a critical bridge between customers, service, and product development. This role provides expert technical support while capturing customer insights that drive product improvement, quality, and innovation.

You will combine hands-on troubleshooting with analytical problem-solving to resolve issues, improve the customer experience, and influence future product design.

This position reports to the Customer Service Supervisor. This position is based in Menomonee Falls, WI.

Primary Job Duties and Responsibilities

• Assist customers, reps, engineers and others by identifying the appropriate Bradley product to suit an application.
• Troubleshoot product failures by isolating the root cause and taking appropriate measures to resolve the issue in a timely and thorough manner.
• Document customer complaints clearly to support accurate issue tracking and resolution.
• Process replacement and shortage order inquiries in an expeditious manner.
• Complete customer complaint information based on policy for an accurate and comprehensive overview of identified problems for proper root cause identification.
• Partner with Customer Service, Engineering, Quality, and Product Management to resolve issues and improve products
• Within corporate guidelines and when applicable, negotiates labor rates relative to repairs.
• Participate in Product Management Team (PMT) sessions representing the technical service team and report meeting highlights to technical team.
• Participates in product audits and new product development efforts.
• Review and provide input on technical literature.
• Assist with product recalls.
• Assist with installs of products as needed.
• Promote customer service excellence throughout the organization and continuously evaluate, identify and lead process improvements that positively impact the customer experience
• Polished phone etiquette.
• Working knowledge of Microsoft Office products required.
• Outstanding interpersonal skills with an emphasis on building strong team relationships.
• Proactive, creative work style and self-driven work style.
• Willingness to travel, as required.

Required Qualifications

• Bachelor's degree in related field and one 1+ years' experience; or equivalent combination of education and experience.
• Experience in the plumbing industry is a plus.
• Proficiency in Microsoft Office Suite.

General Applicable Company Competencies

• 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 company policies, procedures, and standards of processes.
• Maintain productive and collaborative relationships with other Watts operating entities and employees.
• Adherence to Watts' seven cultural beliefs:
  Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Working Conditions

While performing the job duties, you will be working in an office environment. You will be required to work in the office at the Menomonee Falls location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday).

Physical Requirements:

Specific physical abilities required for this position include, but are not limited to:

• 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.

Nothing in this job description restricts Watts' right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is "at will," which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.

Watts in it for you :

Please note that the following benefits apply only to permanent roles and do not apply to internship roles.

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid…