Water Heater Product Specialist - Level II

Location: Remote

Job :685

# of Openings:1

Residential Water Heaters

REMOTE

Full-time

WHAT WE ARE LOOKING FOR

The ideal candidate for this position is familiar with Navien and/or the tankless industry. They have strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. Essential attributes include excellent communication and interpersonal skills and the ability to multitask and remain focused in high-pressure situations. In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.

Responsibilities

• Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company’s products.
• Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
• At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
• Ability to clearly identify business vs. technical problems and either resolve or escal…
• Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
• Follow-up with customer issues in a timely manner.
• Assist fellow technicians with high priority technical questions.
• Answer emails from company website in regard to product information and troubleshooting.
• May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.
• Complete any miscellaneous tasks/projects assigned by your supervisor.

Requirements

• 1+ year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience
• High School Diploma or equivalent.
• Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributor, engineers and architects.
• Strong customer service skills and team player
• Occasional job site visits for troubleshooting.
• Familiar with Microsoft Office applications, particularly Microsoft Outlook.
• Availability to work any of the 7 days a week (including Holidays) and be flexible to work additional overtime when deemed necessary by Supervisor.

Preferred Qualifications

• Experience with HVAC hands-on field work.
• Completion of HVAC training/certificate program, or related field
• Experience in a call-center environment.
• Knowledge of Navien products or the tankless industry.
• A drive to help others and those that enjoy the troubleshooting puzzle.
• Bilingual skills a plus;
  Spanish, French, Mandarin or Korean

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.

• PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
• Employee-only premium covered at 100%
• Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
• Pre-Tax Flex Spending Accounts:
  Health and/or Dependent Care
• 11.5 Paid Holidays per calendar year
• Paid Community Involvement Volunteer Day
• 401K Plan, 100% match on employee’s contribution, up to 5%
• Employee discounts on Navien products

Since 2006, Navien, Inc. has rapidly emerged as one of the fastest-growing companies in the home comfort sector across North America. A leader in condensing technology, Navien has revolutionized the industry with its line of high-efficiency condensing tankless water heaters, combi-boilers, and wall-hung boilers. In 2024, Navien was recognized as the number…