Technical Support Specialist (Water Quality)

About the role

We are seeking a Technical Support Specialist to join our remote team based in Fort Worth, TX. This role provides expert product knowledge, technical troubleshooting, and commercial solutions to dealers, wholesalers, retailers, and other B2B customers. The ideal candidate will have experience with residential and commercial water filtration and conditioning systems, a Master Water Specialist certification, and technical/mechanical experience in resolving product performance issues.

Responsibilities

• Provide troubleshooting support for conditioning and filtration products across multiple sales channels.
• Avoid delays in issue resolution by accurately and promptly addressing concerns via phone and email, escalating complex issues internally.
• Assist customers with the installation and setup of residential and commercial equipment.
• Enter customer orders, process warranty replacements, and provide post-sales order management support.
• Use CRM and other software tools to document and manage customer needs and concerns.
• Offer product recommendations and support to both internal and external customers.
• Collaborate with customer service and technical support teams within Watts.
• Participate in continuous improvement initiatives to enhance products and processes.
• Maintain knowledge of factory processes, tools, materials, and equipment.
• Model Watts' commitment to quality and customer focus while fulfilling your role as a functional team member.
• Demonstrate respect for coworkers and uphold Watts' business philosophy.

Requirements

• An associate degree or higher is preferred.
• Experience with residential and commercial water filtration and conditioning systems is preferred.
• A Master Water Specialist certification is highly desirable.
• Technical and mechanical experience in resolving product performance issues.

Qualifications

• 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.
• Behaviors aligned with Watts values: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Benefits

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

Pay

The expected salary range for this position is $23-28/hour. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.