Service Technician II

Overview

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.

Provide phone customer service, field service and assistance in training programs to provide the customer with the best possible service. Provides customers and end users with product and technical support by performing the following duties.

• Respond to customer inquiries on the telephone, through on-line networks, and by mail.
• Communicate with customers to help them understand how to use the product properly.
• Handle customer problems that appear to arise from the use of the product.
• Handle requests for replacing defective parts.
• Complete, maintain, and process pertinent paperwork and records.
• Perform field service on Lochinvar products as required.
• Review prepared Technical Service Bulletins to provide product related information to the field.
• Understand and troubleshoot water heater and boiler applications, as required.
• Mentor and develop new Service Technicians from Trainee through Service Technician I.
• Review labor requests for accuracy by comparing the repair description to the parameters set forth in Lochinvar’s warranty policy and service provider’s agreement.
• Provide product review of start-up reports submitted by Service Technician Level I.
• Approve, or provide feedback to the submitter as required.
• Attend job site reviews without supervision with sales and marketing personnel.
• Provide hands on product training in the field as directed.
• Provide assistance to other departments as needed.
• Other responsibilities may be assigned as needed.

• One-year certificate from college or technical school and 5 years related experience; or equivalent combination of education and experience.
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations. Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• While performing the duties of this job, the employee is regularly required to sit, stand, walk, lift weight of 50 lbs. to waist level, and drive vehicle.
• The noise level in the work environment is usually moderate.

Associate Degree in Related Field

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.