The ideal candidate for this position is familiar with Navien and/or the tankless industry. They have strong customer service skills, and the ability to troubleshoot over the phone. They must also be able to work well in a team environment. Essential attributes include excellent communication and interpersonal skills and the ability to multitask and remain focused in high-pressure situations. In addition, must be highly self-motivated, have a positive attitude, be resourceful, and enthusiastic about customer service.
Responsibilities:
Provide technical support to sales representatives, installers, contractors, distributors, engineers and architects for purposes of educating and promoting company's products.
Troubleshoot water heater products and issues via the phone, being able to clearly detect problems and pinpoint accurate solutions to get the unit running properly.
At the technical level, possess the ability to identify, research, and resolve contractor/end user installation and product use issues.
Ability to clearly identify business vs. technical problems and either resolve or escalate appropriately.
Enter product warranty information into the system and enter comprehensive notes into our system on every unit discussed.
Follow-up with customer issues in a timely manner.
Assist fellow technicians with high priority technical questions.
Answer emails from company website in regards to product information and troubleshooting.
May be asked or assigned to assist non-English speakers, speakers of other languages, or be part of a Spanish call queue.
Complete any miscellaneous tasks/projects assigned by your supervisor.
Requirements:
1+ year of customer service, phone support and/or related experience plus a minimum of 2 years of technical troubleshooting experience
High School Diploma or equivalent.
Ability to articulate product information concisely to all levels of customers: end-user, contractor, distributer, engineers and architects.
Strong customer service skills and team player
Occasional job site visits for troubleshooting.
Familiar with Microsoft Office applications, particularly Microsoft Outlook.
Availability to work any of the 7 days a week (including Holidays), and be flexible to work additional overtime when deemed necessary by Supervisor.
Preferred Qualifications:
Experience with HVAC hands-on field work.
Completion of HVAC training/certificate program, or related field
Experience in a call-center environment.
Knowledge of Navien products or the tankless industry.
A drive to help others and those that enjoy the troubleshooting puzzle.
Bilingual skills a plus; Spanish, French, Mandarin or Korean
Pay Scale:$21.00 - $23.00 (depending on experience). Eligible for annual bonus.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities, activities may change or be assigned at any time with or without notice.
Benefits
PPO Medical, Dental, Ortho, Vision, Rx, LTD and Life Insurance
Employee-only premium covered at 100%, and dependent premium covered at 50%
Pre-Tax Flex Spending Accounts: Health and/or Dependent Care
10.5 Paid Holidays per calendar year
Community Involvement Volunteer Day
401K Plan, 100% match on employee's contribution, up to a maximum of 5%
Employee discounts on Navien products
LinkedIn Learning License
About Navien, Inc.
Since 2006, Navien, Inc. has become one of the fastest growing companies in the home comfort sector in North America and has established itself as the leader in condensing technology, providing condensing tankless water heaters, combi-boilers, and wall-hung boilers. Navien has since grown into the HVAC market with their NPF Hydro-furnace and is now breaking into the water treatment market with the WEC.
Navien has achieved international recognition for its sophisticated engineering and robust designs. Backed by parent company, KD Navien, with more than forty years of experience with advanced boiler and water heating technology, Navien will continue its mission to provide high quality products. Navien products are available in the United States and Canada through a selected network of wholesale distributors
