Technical Services Representative III

We’re Watts. Together, we’re reimagining the future of water.

We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource.

What we do:

For 150 years, Watts has built best-in-class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting-edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.​

Scope of Position

The primary function of a Technical Service Representative is to provide exceptional service and product knowledge, informing customers about the features and benefits of our products, including backflow, valves, and floor heating systems. This role focuses on building and maintaining strong customer relationships in both commercial and residential applications.

This position reports to the Supervisor, Technical Services. This role is hybrid and is based in No. Andover, MA.

Primary Job Duties and Responsibilities

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

Required Qualifications

• A minimum of two years of post-secondary technical education or equivalent experience.
• 5+ years of experience in technical support/service within the plumbing industry or holding a Journeyman or Master Plumber license.
• At least two years of hands-on experience applying skills from trade licenses in Plumbing, Heating, and Air Conditioning.
• Strong knowledge of the Uniform Plumbing Code, Southern Plumbing Code, ASSE, and USC Backflow Prevention and Cross-Connection Control.
• Previous experience in a Wholesale Plumbing Sales environment is preferred.
• Proficiency with the MS Office suite (Outlook, Word, Excel, PowerPoint).
• Prior experience with ERP systems (e.g., QAD or SAP) is a plus.
• Experience with Salesforce or other CRM systems is a plus.

General Applicable Company Competencies

• Commitment to Watts’ values of integrity, accountability, continuous improvement and innovation, and transparency.
• Punctuality and dependability.
• Ability to be flexible and adapt to changing work priorities and stressful conditions.
• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.
• Maintain productive and collaborative relationships with other Watts employees.
• Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Working Conditions:

While performing the job duties, you will be working in an office environment. You will be required to work in the office at the No. Andover, MA location three days per week (Monday – Wednesday) and can work remotely two days per week (Thursday and Friday).

Physical Requirements: Specific physical abilities required for this position include, but are not limited to:

• Ability to remain seated at a desk or workstation for extended periods.
• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.
• Ability to physically move around the office, organize or transport files, packages, or other office-related materials.
• Ability to read documents, use a computer, and perform data entry tasks.
• Ability to communicate clea