Residential Tech Support Team Lead - Johnson City, United States - Smith (A.O.) Corporation

Smith (A.O.) Corporation Johnson City, United States

3 weeks ago

Description

Company / Location Information

We are one of the world's leading manufacturers of water heating and water treatment technologies in the world.

We are a $3.5 billion company with 140+ years history and we employ more than 12,000 individuals globally who pride themselves on providing the world with innovative water technology.

We are committed to Continuous Improvement, not just in our factories or processes, but in our people.

Primary Function

The Technical Support Team Lead is responsible for day-to-day operations and supervision of a team of Technical Support Reps.

This includes but is not limited to quality assurance through coaching, call monitoring, and one-on-one quality meetings; handling high level escalations; ensuring Technical Specialists are on task; providing floor agents with direction relative to call handling; maintaining a safe work environment; ensuring agent equipment needs are met; training new agents; fielding product, technical, scheduling, and other questions.

The Team Lead must have all the capabilities of a Technical Specialist who work to assist callers to repair rather than replace this equipment where possible.

Responsibilities

Ensures agents are on task including following company policy and guidelines.
Assesses departmental and company needs relative to call volumes and takes appropriate actions.
Completes quality scans on agent calls.
Conducts one-on-one quality assurance meetings and coaching.
Provides continuous training.
Evaluates departmental needs and makes recommendations.
Handles high level escalations and negotiations with regard to labor charges, goodwill decisions, and requests outside-the-box.
Receive calls from service professionals to assist with the identification of problematic water heating equipment, related equipment and/or installations.
Make warranty related decisions for expensive commercial/industrial water heating and related equipment.
Provide reference numbers to ensure warranty coverage.
Provide specification information for callers considering purchase.
Assist customers with sizing a water heater and storage tanks based on facility needs
Utilizes drawing system to view specifications about a product; example switch pressures
Assess caller's abilities and refers non-service professionals to service providers when needed.
Refer callers to distributors for purchasing and replacement
Document caller, installation, and product information.
Provides backup support for tankless and residential equipment.

Role Specific Responsibilities

Checks availability of parts if the distributor, contracted service provider or other requests this
Processes part orders - warranty & sales.
Validates accounts.
Accepts credit cards.
Reviews proofs of purchase for legitimacy.
Review and generate wiring diagrams.
Review and generate water, fuel, and venting piping diagrams.
Handles special projects or other responsibilities as assigned.
Other responsibilities may be assigned as necessary.

Qualifications

Associates Degree in related field
5+ years of related work experience
Previous Technical Specialist experience preferred
Knowledge an ability to provide troubleshooting assistance, general product information, warranty assistance, and limited parts order processing on product that requires a combination of knowledge in electricity, electronics (example: programmable controls), fuel delivery systems (natural gas, propane, and oil), ventilation systems, plumbing systems, refrigeration (HVAC) systems, and water conditions as well as knowledge of National Fuel Gas Code, Universal Plumbing Code, National Electric Code, and other national and local codes.
Ability/aptitude for all skills listed in the primary function above
Excellent communication skills; verbal and written
Good financial and business acumen
Good typing/keyboarding skills
Computer literacy and navigation skills: Ability to navigate between applications (often within one call) including but not limited to ASI, Sales Force, InContact, multiple order processing systems (portals, GUIs, etc.), SAP, warranty processing, and more.

Education

Associate Degree

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