Job description

Essency – Technical Support

Date: May 10, 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 (mostly 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 customer support teams, and perhaps occasionally with overseas factory personnel in the plant and design & software offices. The technical support agent will train other support personnel, contractors, wholesalers, and support the growth of a larger technical support team Will act as mentor to less-experienced technical & sales staff. Must be able to manage virtual communication tools such as Teams and/or Zoom for meetings, holding training sessions, and short consultation calls via video to provide basic Q&A for new installers or technicians having issues in the field. Be proactive by reaching out to plumbers/technicians who have purchased product but not installed it yet, in an attempt to address any questions/concerns before they turn into problems. 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 (HubSpot, Aircall, Excel, etc…) • Supports contractors in field as necessary

2. 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. 3. Must be hands-on and proactive, working with returned parts & water heaters, and understanding/reporting presumed cause of failure 4. 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... 5. Remains educated and up to date on current and new products’ technical aspects of all products and competitors 6. Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes. 7. Makes warranty related decisions for water heating and related equipment 8. Provides specification information for callers considering purchase including size and related equipment information based on end user needs. 9. Matches end-users with appropriately qualified contractor partners 10. Reports to Technical/Customer Support Manager and National Sales Director 11. Perform other duties as assigned, including training, some small amount of travel, supporting customer service team, etc… Qualifications • 5-10 years’ combined experience in Technical Support, Engineering, Customer Service, Outside/Inside Sales, Operations, Logistics, preferrably 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 the environment in which the water unit is located. • Familiarity with National Fuel Gas Code, National Electrical Codes, National Building Codes, and ASME standards a plus. • Demonstrated proficient verbal and written communication skills. • Demonstrated troubleshooting and problem-solving skills • Software and hardware operation as well as keyboarding experience • Up to 10% travel required, typically infrequent. • 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 5-10 years’ experience preferred, less than 5 accepted with preferred 4-yr degree or 2-year related technical degree Engineering, IT, Technical, Trades, Manufacturing, and other related education preferred

Job Type: Full-time

Pay: $65,000.00 - $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)

Education:

• Bachelor's (Preferred)

Work Location: In person

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