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Technical Support Specialist

Watts WaterEscondido, CA, US

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Technical Support Specialist

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.

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation and we have a dynamic future ahead.

We are seeking a dedicated and detail-oriented Technical Support Specialist to join our team. This individual will be the first point of contact for clients needing assistance with our Leak Defense System. The ideal candidate has a strong technical aptitude, excellent communication skills, and a passion for helping others resolve issues efficiently and effectively.

Key Responsibilities :

Handle incoming technical support calls related to Leak Defense Systems.
Troubleshoot product issues and guide clients through problem resolution steps.
Identify and coordinate the shipment of warranty replacement parts as needed.
Identifying and correcting more complex problems associated with start-up.
Developing on-going relationships with customers to secure future business.
Train customers on the features of the equipment they have purchased.
Provide pre-installation, during-installation, and post-installation support to installers.
Assist alarm technicians with the integration of our systems into whole-home monitoring setups.
Manage and respond to support-related emails and voicemails in a timely and professional manner.
Document interactions, issues, and resolutions accurately in our support system.
Collaborate with internal teams to escalate unresolved issues or provide feedback on common problems.

Qualifications :

Previous experience in a technical support role preferred.

Some knowledge of electronic devices, electrical systems, and plumbing is preferred

Computer experience including MS Office Suite, Internet Explorer, Workflow and Database Management

Superior communication skills, both written and verbal

Experience with interacting with a variety of customer types

Strong interpersonal skills with staff and all levels of the organization

Experience answering technical questions via phone

Strong organizational and time management skills

Ability to multitask and prioritize in a fast-paced environment

Ability to handle multiple tasks and varying call volumes

An ability to work independently and as part of a team

Ability to learn and absorb information with regard to codes, compliance, and product offerings

Other demands include but not limited to oral, written, and presentation / communications skills.

Working Conditions :

This position may require occasional after-hours support or on-call availability depending on client needs. Remote and in-office work options may be available.

Education :

Associate degree or higher in a technical field such as Information Technology, Electronics, Plumbing Technology, or a related discipline.

Equivalent work experience may be considered in lieu of formal education.

Physical Requirements :

While performing the duties of this job, the employee is frequently required to walk, talk, and / or hear. The employee is occasionally required to stand, sit, and use hands to finger, handle, or feel. The employee must occasionally lift and / or move up to 40 pounds. Specific vision abilities required by this job include : close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment :

Work in an office environment or Work in a manufacturing environment.

May occasionally be required to perform job duties outside the typical office setting.

As required by the Americans Disabilities Act (ADA)

Watts in it for you :

Competitive compensation based on your skills, qualifications and experience

Comprehensive medical and dental coverage, retirement benefits

Family building benefits, including paid maternity / paternity leave

10 paid holidays and Paid Time Off

Continued professional development opportunities and educational reimbursement

Additional perks such as fitness reimbursements and employee discount programs

How we work :

At Watts, our culture is team-oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success.

And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.

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Technical Support Specialist • Escondido, CA, US