Job Description

Company / Location Information

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

Primary Function

Provide phone customers service, job site field service support and assistance in training programs to provide the customer with the best possible service. Provides customers and end users with product and technical support by performing the following duties.

Responsibilities

• Respond to customer inquiries on the telephone, through on‑line networks, and by mail.
• Communicate with customers to help them understand how to use the product properly.
• Handle customer problems that appear to arise from the use of the product.
• Handle requests for replacing defective parts.
• Complete, maintain, and process pertinent paperwork and records.
• Perform limited field service on Company products as required.
• Assist in preparation of Technical Service Bulletins to provide product related information to the field.
• Understand and troubleshoot water heater piping applications and limited boiler piping applications.
• Provide assistance to other departments as needed.
• Other responsibilities may be assigned as needed.

Qualifications

• One-year certificate from college or technical school and two to four years HVAC related experience; or equivalent combination of education and experience.
• HVAC related experience.
• Required: Proficient in Microsoft Word and Excel, Customer Service experience, Electrical or Mechanical experience, and HVAC experience.
• Preferred but not required: Control Systems (PLCs), Building Integration Systems, JDE, or Agile.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• High School Diploma GED.

Physical requirements:

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, lift weight of 50 lbs. to waist level, and drive vehicle.

Education

Associate Degree in Related Field

We Offer

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

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ADA Statement & EEO Statement

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.