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Product Support Technician Plumbing/Hvac

Company

Navien, Inc.
Address , Remote
Employment type
Salary
Expires 2023-07-21
Posted at 11 months ago
Job Description
Product Support Technician Plumbing/HVAC
Full-time
REMOTE; East Coast
WHAT WE ARE LOOKING FOR
The ideal candidate for this position is familiar with Navien and/or the tankless industry. They have strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. Essential attributes include excellent communication and interpersonal skills and the ability to multitask and remain focused in high-pressure situations. In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.
Responsibilities:
  • May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.
  • Complete any miscellaneous tasks/projects assigned by your supervisor.
  • Answer emails from company website in regards to product information and troubleshooting.
  • At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
  • Follow-up with customer issues in a timely manner.
  • Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
  • Assist fellow technicians with high priority technical questions.
  • Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
  • Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company’s products.
  • Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
Requirements:
  • Familiar with Microsoft Office applications, particularly Microsoft Outlook.
  • 1+ year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience
  • Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributer, engineers and architects.
  • Strong customer service skills and team player
  • Availability to work any of the 7 days a week (including Holidays), and be flexible to work additional overtime when deemed necessary by Supervisor.
  • Occasional job site visits for troubleshooting.
Preferred Qualifications:
  • Bilingual skills a plus; Spanish, French, Mandarin or Korean
  • Completion of HVAC training/certificate program, or related field.
  • Experience with HVAC hands-on field work.
  • Knowledge of Navien products or the tankless industry.
  • Experience in a call-center environment.
  • A drive to help others and those that enjoy the troubleshooting puzzle.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.
Benefits
  • 10.5 Paid Holidays per calendar year
  • Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
  • Community Involvement Volunteer Day
  • Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
  • LinkedIn Learning License
  • PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
  • Employee-only premium covered at 100%, and dependent premium covered at 50%
  • Employee discounts on Navien products
  • 401K Plan, 100% match on employee’s contribution, up to a maximum of 5%
About Navien, Inc.
Since 2006, Navien, Inc. has become one of the fastest growing companies in the home comfort sector in North America and is now the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, wall-hung boilers, and advanced water treatment solutions. Navien's products possess state-of-the-art technology, high efficiency and reliable quality.
Navien has achieved international recognition for its sophisticated engineering and robust designs. Backed by parent company, KD Navien, with more than forty years of experience with advanced boiler and water heating technology, Navien will continue its mission to provide high quality products. Navien products are available in the United States and Canada through a selected network of wholesale distributors
Navien, Inc. is an equal opportunity employer