AddressWater Heater Product Specialist
Residential Water Heaters
Irvine, CA
Remote
COME JOIN OUR GROWING TEAM!!!
WHAT WE ARE LOOKING FOR
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: $20.65 - $22.00 depending on experience
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%
- Optional Voluntary Benefits: STD, Hospital, Critical Illness, Accident, Discounted Pet Insurance
- 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 is now the leader in condensing technology, providing condensing tankless Water Heaters, combi-boilers, wall-hung boilers, and advanced water treatment solutions. Navien's products possess state-of-the-art technology, high efficiency and reliable quality.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.
Navien, Inc. is an Equal Opportunity Employer
