HVAC Technical Support Specialist - Water Heater Diagnostics

The Technical Service Representative will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support.

• Support and assist in the processing of customer claims and ensuring delivery of the appropriate service solution
• Review service cases and make determination of any site-related or component-related problems
• Respond and process phone calls from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues
• Defuse and resolve more difficult and challenging technical issues

• 3-5 years of experience in a customer service role
• High school diploma or equivalent;
  Associates degree or technical certification in HVAC or Plumbing desirable
• Technical troubleshooting aptitude required
• Comfortable in a fast-paced contact center environment
• Installation and servicing of plumbing and HVAC/R products preferred
• Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred
• Strong verbal and written communications skills
• Experience with escalation resolution
• Ability to work in a collaborative environment and independently

Equal Opportunity Employer
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