HVAC Technical Call Center Support Representative

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world's leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications.

A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Based out of our Johnson City, TN office, this role is eligible to participate in our hybrid work program, which allows employees to work remotely up to two days per week.
New employees in eligible roles can apply for this program after successfully completing their initial 90 days of employment.

To provide highly complex technical/troubleshooting assistance, product information, warranty assistance, and parts order processing which requires in depth technical product knowledge of a minimum of three product lines of water heaters. Primarily deals with service professionals or engineers, some facility management and homeowners. Customers with high demands on single and multiunit applications. Customers are general contractors, service professionals, facility maintenance personnel, architects, engineers and other professionals responsible for ensuring equipment is ordered, installed, maintained, and functional.

Technical Specialists work to assist callers in repair rather than replacing equipment. Product specific paid training is provided. The ability to provide top quality technical support is much greater due to the product's capacity, the environment that it is in, and the type of questions asked.

• Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
  • Answering incoming calls and emails, as well as following up on previous issues with customers solving highly complex electric and gas water heater equipment issues on a minimum of three product lines.
  • Record, analyze and document the information received including providing accurate use of our Virtual Remote Assistance tool.
  • Researching highly complex product/part information, inputs/documents, and maintains/updates records using multiple web-based systems.
  • Completes part orders and other task as needed.
• Remains educated and up to date on codes affecting water heater equipment and installations, as well as current and new products' technical aspects on a minimum of three product lines of water heaters and related equipment.
• Assess caller's abilities and refer non-service professionals to service providers when needed while following warranty processes.
• Provides specification information for callers considering purchase including size and related equipment information based on end user needs.
• Refers callers for purchasing as needed.
• Inputs product registrations.
• Utilizes drawing system to view specifications about a product; example switch pressures.
• Review wiring diagrams.
• Review water, fuel, and venting piping diagrams.
• Reviews proofs of purchase for legitimacy.
• 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.
• Perform other duties as assigned.
• Makes warranty related decisions for highly complex water heating and related equipment approx. $10,000 following established departmental processes.

• Two-year certificate from college or technical school.
• 5-7 years of related work experience; or equivalent combination of education and experience.
• Prefer previous call center experience.
• Must be able to type a minimum of 40 words per minute.
• Requires mechanically inclined individuals with previous plumbing, electrical, HVAC, boiler, or other related equipment experience.
• Requires in depth working knowledge of the design, function, installation, operation and repair of multiple…