Technical Services Representative III

Description

• Maintain productive and collaborative relationships with other Watts employees.
• Provide feedback to improve support processes.
• Follow up with customers to ensure issues are resolved.
• Contribute to the development of support documentation and knowledge base articles.
• Provide service and expert advice on plumbing devices in both residential and commercial applications.
• Manage support tickets and ensure timely resolution.
• Guide customers through step-by-step solutions.
• Stay updated on the latest plumbing products and technology trends.
• Collaborate with management to resolve customer inquiries and provide valuable feedback to product engineering and management.
• Troubleshoot, diagnose, and offer solutions for plumbing-related issues.
• Maintain detailed records of customer interactions.
• Respond to technical inquiries via phone (automated call system), email, and other channels ensuring timely and accurate record-keeping.
• Escalate complex issues to higher-level support or specialized departments.

Requirements

• Punctuality and dependability.
• Proficiency with the MS Office suite (Outlook, Word, Excel, PowerPoint).
• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.
• Ability to operate standard office equipment such as computers, printers, phones, and copiers.
• 5+ years of experience in technical support/service within the plumbing industry or holding a Journeyman or Master Plumber license.
• A minimum of two years of post-secondary technical education or equivalent experience.
• At least two years of hands-on experience applying skills from trade licenses in Plumbing, Heating, and Air Conditioning.
• Ability to remain seated at a desk or workstation for extended periods.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Previous experience in a Wholesale Plumbing Sales environment is preferred.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
• Experience with Salesforce or other CRM systems is a plus.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Prior experience with ERP systems (e.g., QAD or SAP) is a plus.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Strong knowledge of the Uniform Plumbing Code, Southern Plumbing Code, ASSE, and USC Backflow Prevention and Cross-Connection Control.

Benefits

• Comprehensive medical and dental coverage, retirement benefits
• Continued professional development opportunities and educational reimbursement
• Family building benefits, including paid maternity/paternity leave
• Competitive compensation based on your skills, qualifications and experience
• Additional perks such as fitness reimbursements and employee discount programs
• 10 paid holidays and Paid Time Off

Training + Development

Interview process

Visa Sponsorship

Security clearance