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Bradford White Linkedin · Posted yesterday

Services Technician

Middleville

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Indexed description

Primary Function

The Services Technician I will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support.

Responsibilities

  • Support and assist in the processing of customer claims and ensuring delivery of the appropriate service solution
  • Review service cases and make determination of any site-related or component-related problems
  • Respond and process phone calls from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues
  • Defuse and resolve more difficult and challenging technical issues

Job Requirements

  • 3-5 years of experience in a customer service
  • Comfortable in a fast-paced contact center environment
  • Installation and servicing of plumbing and HVAC/R products is ideal, but not required
  • Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred
  • High school diploma or equivalent; Associates degree or technical certification in HVAC or Plumbing desirable
  • Strong verbal and written communications skills
  • Experience with escalation resolution
  • Ability to work in a collaborative environment and independently
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