Technical Support Specialist

Company: Watts Water Technologies, Inc.
Location: Fort Myers
Posted on: November 18, 2021

Job Description:

PURPOSE: The Technical Support Specialist is responsible for providing technical and product application support to customers reaching out to the technical support team. This employee will maintain contact and document call information in the Customer Relationship Management (CRM) system. There may be opportunities to meet with customers at tradeshows and exhibits. This position reports to the Engineering Supervisor.PRINCIPAL RESPONSIBILITIES AND DUTIES:* Ensures technical support inquiries are answered for customers with a high level of professionalism and the highest regard for the customer* Documents customer issues and concerns; summarizes and provides information for review, consideration in the Product improvement processes* Update and maintain documentation including Standard Operating Procedures, Service manuals, FAQ's* Create standard menu options for repeating repairs to facilitate and improve repair times* Log pertinent information about customers including phone number, name, and inquiry detail.* Administer call backs to customers email or voice messages* Escalate issues as needed to sustaining engineering and quality control by providing product performance feedback and field failure issues* Perform six sigma level problem solving based on customer complaints* Pareto customer field issues* Issue Return Material Authorizations (RMA's) based on customer PI (Product Issue) complaints* Manage the RMA process* In conjunction with production leads, issue repair workorders, detailing repairs needed, insure instrument repair is completed and instrument is prepared for return to the customer within 14 days of receipt for warranty work* For non-warranty repairs prepare estimates for repair, work with customer service to obtain payment authorization and create workorders and insure product is assigned to operations for repair within 30 days of receipt* For instruments outside of the technical support window (10 years) refer the customer to RSM's (Regional Sales Managers)* Assist the customer in product set up remotely* Provides trouble shooting or technical expertise to customers for, operation, installation, programming & troubleshooting of products (Watts Water, Hf scientific and private label brands)* Actively participate in the repair of instruments returned by customers when necessary to meet our service levels* Become knowledgeable of all aspects of the performance of our product portfolio* Participates in required projects and testing of product / applications* Serves customers at tradeshows and exhibits, may be asked to visit customer sites* Potential for up to 10% travel if required* Follow corporate best practices and proper legal procedures* Track and report on service level for warranty and non-warranty repair* Track and report on warranty replacements for component parts and root cause* Track and report on response time for customer inquiries* Other related projects/tasks as assigned by the supervisor/managerEDUCATION:3-5 years' experience in quality, sales, customer support or electronic assemblyIn combination with at least three years of applicable work experience in related field (Engineering, Quality, Electronic Assembly/Calibration/Customer Service or Sales etc.)A.A./A.S. or technical degree preferred but not requiredMANAGEMENT (direct reports):None.EXPERIENCE AND REQUIRED SKILLS:* Strong verbal and written communication skills* Two or more years applicable work experience in technical related field* Two or more years work experience in customer service, sales or technical support* Experience answering technical questions via phone* Strong organizational and time management skills* Ability to handle multiple tasks and varying call volumes* An ability to work independently and as part of a team* Ability to be seated for long periods of time supporting customers.* Ability to learn and absorb information about codes, compliance, and product offerings* Knowledge of electronic devices and electrical systems is preferred* Manual dexterity sufficient to effectively use a computer keyboard and small tools. Visual acuity to interact with instruments.* Desirable - Engineering Studies, customer service, technical support an electronic assembly experience.PHYSICAL REQUIREMENTS* Works in production and office environment* Ability to move throughout the plant and office areas.* Alternates between sitting, standing, and moving within the work area.* Must be able to manipulate equipment used in performance of tasks.* Other demands include but not limited to oral, written, and presentation/communications skills.* Able to lift 28 poundsEMPLOYEE CORE COMPETENCIES:1. Collaborate Across Workgroup2. Initiate Positive Change3. Deliver High Quality Results4. Focus on the Customer5. Develops Self & Others6. AccountabilityEMPLOYEE CORE COMPETENCIES:1. Collaborate Across Workgroup2. Initiate Positive Change3. Deliver High Quality Results4. Focus on the Customer5. Develops Self & Others6. AccountabilityBy linking this application to your LinkedIn profile, you agree that you consent to Watts and any of its affiliates, divisions, and/or third party service providers accessing and using the information on your LinkedIn profile for the purposes of assessing your application.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.

Keywords: Watts Water Technologies, Inc., Fort Myers , Technical Support Specialist, IT / Software / Systems , Fort Myers, Florida