Watts Heating and Hot Water Solutions LLC is hiring a Product Support Representative (Water Quality) to provide expert technical support for our water conditioning and filtration products. Reporting to the Customer Service Supervisor, you will deliver solutions to dealers, wholesalers, retailers, and other B2B customers from our Fort Worth, TX location in a remote capacity.
What You'll Do
- Provide troubleshooting support for conditioning and filtration products across multiple sales channels.
- Ensure accurate and prompt resolution of customer issues via phone and email, escalating concerns when necessary.
- Assist customers with the installation and setup of residential and commercial water equipment.
- Enter customer orders, process warranty replacements, and manage post-sales order support.
- Use CRM and other software tools to document and manage customer needs and interactions.
- Serve as a subject matter expert, offering product recommendations to internal and external customers.
- Collaborate with customer service and technical support teams within Watts.
- Participate in continuous improvement initiatives to enhance products and processes.
- Maintain up-to-date knowledge of factory processes, tools, materials, and equipment.
- Model Watts' commitment to quality and customer focus as a functional team member.
- Demonstrate respect for coworkers and uphold Watts' business philosophy.
What We're Looking For
- Technical and mechanical experience in diagnosing and resolving product performance issues.
- Strong problem-solving and communication skills for a B2B environment.
- Ability to work independently and as part of a team in a remote setting.
- A commitment to quality, customer focus, and continuous improvement.
Nice to Have
- An associate degree or higher.
- Experience with residential and commercial water filtration and conditioning systems.
- Master Water Specialist certification is highly desirable.
Technical Stack
- CRM and other customer support software tools.
Team & Environment
You will work under the guidance of the Customer Service Supervisor, collaborating with customer service and technical support teams within Watts.
Benefits & Compensation
- Compensation: $23-28/hour based on skills, qualifications, and experience.
- Comprehensive medical and dental coverage, plus retirement benefits.
- Family building benefits, including paid maternity/paternity leave.
- 10 paid holidays and Paid Time Off.
- Continued professional development opportunities and educational reimbursement.
- Additional perks such as fitness reimbursements and employee discount programs.
Work Mode
This is a hybrid role based out of our Fort Worth, TX location.
Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable law.
