National Technical Resource Details

National Technical Resource

Essency water heaters - Oak Ridge North, TX

Employment Type : Full-Time

Essency – Technical Support Lead

Date: May 12, 2022

Location: Oak Ridge North, Texas

Company: Essency Water Heaters

Primary Function
To provide technical & troubleshooting support, general product information, warranty assistance, parts ordering, field agent dispatching for next generation water heating and related products. Requires in- depth product knowledge and experience with plumbing & water heating, especially advanced technologies such as heat pumps, tankless water heaters, and combi boilers. Space heating and boiler experience a plus. Will communicate with end users, primarily residential, as well as installing contractors (plumbers), wholesalers, and service professionals. Primary market is residential, but there will be some commercial and multi-family. Will also interface with general contractors, electricians, facility managers, architects, and engineers. Internally will work with the sales and support teams as well as overseas factory personnel in the plant and design & software offices. The technical support lead will train other support personnel, contractors, wholesalers, and support the growth of a larger technical support team.

Responsibilities

1. Provides best-in-class technical customer service including:

• Keeping customers happy and making it easy and enjoyable to do business with us
• Answering incoming calls, emails, and chats, as well as following up on previous issues with customers solving water heater equipment, connectivity, and other related issues
• Documenting call, installation, and product information
• Researching, creating and maintaining documents, keeping up-to-date and highly accurate records using multiple web-based systems
• Supports contractors in field as necessary

2. Remains educated and up to date on current and new products’ technical aspects of all products and competitors

3. Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes.

4. Makes warranty related decisions for water heating and related equipment
5. Provides specification information for callers considering purchase including size and related equipment information based on end user needs.
6. Matches end-users with appropriately qualified contractor partners
7. Supports contractor partners and end-users with necessary processes to get the most value out of their purchase, including product registrations, promotion entries, device pairing, etc.
8. Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition.

9. Perform other duties as assigned.

Qualifications

• 10-15 years’ combined experience in Technical Support, Engineering, Customer Service,

Outside/Inside Sales, Operations, Logistics at a Water Heating Appliance manufacturer

• 4-year degree in related field applicable toward required years of experience
• Prefer mechanically inclined individuals with previous plumbing (especially water heating) or electrical experience.
• Prefer previous call center experience.
• Experience in the trades a plus
• Must be able to type a minimum of 40 words per minute.
• Requires an understanding of the design, function, installation, operation and repair of water heaters.
• Preferred understanding of combustion and the environment in which the water unit is located.
• Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building

Codes, and ASME standards.

• Demonstrated proficient verbal and written communication skills.
• Demonstrated troubleshooting and problem-solving skills
• Software and hardware operation as well as keyboarding experience
• Up to 40% travel required, typically 10-20%
• Willing to work a 40-hour schedule within open hours of operation, 8:00 am – 5:00 pm Monday

– Friday; open to flexible schedules to support customer needs

Education
4-yr degree
10-15 years’ experience preferred, 5-10 accepted with preferred 4-yr degree
Engineering, Management, Manufacturing, and other related education preferred

Job Type: Full-time

Pay: $60,000.00 - $80,000.00 per year

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Oak Ridge North, TX 77385: Reliably commute or planning to relocate before starting work (Preferred)

Experience:

• Customer service: 10 years (Preferred)

Work Location: One location