Technical Service Technician

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

Technical Service Technician is responsible for critical support for the sales representatives and customers to ensure optimum product satisfaction.

This position has no supervisory responsibilities.

This position reports to the Technical Services Supervisor. This role is remote and is based in Blauvelt, NY.

Primary Job Duties and Responsibilities

• Communicate with customers, representatives or service technicians via telephone concerning product and service issues. Troubleshoots all service-related customer complaints.
• Participate in ongoing development trainings both onsite and external.
• Support the creation of all technical service procedures and bulletin documentation.
• Assist in maintaining Operations and Maintenance manuals.
• Perform product/service-related training seminars for Representatives and Service Technicians at AERCO and in the field.
• Visit customers to provide on-site troubleshooting of product or service problems.
• Develop preventative maintenance procedures.
• Act as a liaison between technical service and engineering as new troubleshooting requirements become necessary.
• Maintain knowledge of plant processes, techniques, tools, materials, machines and equipment for plant tours.
• Participate in cross-functional, new product and problem-solving teams as necessary.
• Perform other related duties as assigned.

• Assume responsibility for other projects and duties as assigned by Technical Services Supervisor.
• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency)
• Travel Requirements: 25%

Required Qualifications

• High school diploma or equivalent (GED).

• 5 years of previous experience in the heating and domestic water heating industry.
• Knowledge of electrical/electronic systems, communications, controls and hardware. 
• Knowledge of installation, operation and maintenance requirements with steam and gas fired equipment.
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
• Must successfully establish employment eligibility and satisfactorily complete background checks, including drug screen, and required pre-employment testing as a condition of employment.

Preferred Qualifications

• Technical/vocational training in HVAC or mechanical systems.
• HVAC certification.

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 remotely in an office environment. You may be required to occasionally travel to and work in the office at the Blauvelt, NY location for meetings, trainings, or as otherwise required by Company management.

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,