Technical Support Representative

Echo H2O is the leader in Hydrogen Water Technology, a technology that is growing rapidly as businesses and homes learn the health benefits of hydrogen infused water. We aim to do this by a commitment to our employees, with a strong, accountable culture and a practice of giving back to our communities.

THIS IS AN ON SITE EMPLOYMENT OPPORTUNITY.

Responsibilities

Technical Support/Service

• Provide telephone support to answer inquires on service, installation and troubleshooting procedures for all Echo H2O products
  
• Responsible for following through with repairs, rework, rebuilding and/or maintenance on all products returned to Echo, to include documenting results of failure analysis on product
  
• Liaise with Customer Service, Sales, Fulfillment and Marketing to maintain an understanding of product features/specifications and quality controls standards
  
• Liaise with Field Sales/Service organizations and Manufacturing in gathering and documenting information on potential quality/performance issues. To include providing input/suggestions on possible corrective actions
  
• Ensure records of all work orders, quality control reports, failure analysis, credits, returns, shipping request, etc. are completed with details related to work and/or services performed
  
• Maintain company provided tools, equipment and property
  
• Embrace and support growing business demands in a changing environment
  
  OTHER:
  
  
• Other duties and responsibilities as required
  
• Awareness and compliance of Company Policies and Procedures
  
  Knowledge
  
  
• Familiar with the basics of plumbing (to troubleshoot under sink and countertop installations)
  
• Competent with basic repairs and troubleshooting
• Previous tech support experience a plus
• Great soft skills to talk to customers on the phone
• Appliance repair experience a plus.
• Familiar with Electronics is a plus. 
• We will have to train any candidate we hire how to repair our specific machines. Experience is helpful but if you have a technical mind and can usually fix things or figure things out we would like to talk. 
  
  Skills
  
  
• Effective communication skills, both written and verbal with the ability to do video and telephone consultations with customers
  
• Knowledge and use of basic hand tools and multimeter.
• High degree of technical analysis
• Ability to work with various levels of people / customers / teams
  
• Customer / Quality discipline
  
  Abilities
  
  
• Professional approach; confidence in dealing with people
  
• Commitment to achieving business goals
  
• Strong technical / customer service orientation
  
• High levels of personal integrity, honesty
  
• Team player able to operate with a great deal of independence
  
  Benefits
  
  
• Medical, Dental, and Vision
  
  
• Paid Time Off (PTO), Floating Holidays (FH)
  
  
• Paid Holidays
  
  
• Professional Development
  
• Tobacco and Drug-Free Campuses
  
  Job Type: Full-time
  
  Pay: From $50,000.00 per year and up