A. O. Smith Corporation · 10 hours ago
HVAC Technical Call Center Support Representative
Johnson City, TN
Full-time
Hybrid
Senior Level
5+ years expA. O. Smith Corporation is a global leader in innovative technologies and energy-efficient solutions for water heating equipment. The HVAC Technical Call Center Support Representative will provide complex technical assistance and product information, primarily dealing with service professionals and engineers to ensure proper equipment functionality and customer satisfaction.
Consumer ElectronicsManufacturingWater Purification
Responsibilities
Provides world class customer service in a fast-paced customer service center (an average of 60 customer contacts per day) which includes:
Answering incoming calls and emails, as well as following up on previous issues with customers solving highly complex electric and gas water heater equipment issues on a minimum of three product lines
Record, analyze and document the information received including providing accurate use of our Virtual Remote Assistance tool
Researching highly complex product/part information, inputs/documents, and maintains/updates records using multiple web-based systems
Completes part orders and other task as needed
Remains educated and up to date on codes affecting water heater equipment and installations, as well as current and new products’ technical aspects on a minimum of three product lines of water heaters and related equipment
Assess caller’s abilities and refer non-service professionals to service providers when needed while following warranty processes
Provides specification information for callers considering purchase including size and related equipment information based on end user needs
Refers callers for purchasing as needed
Inputs product registrations
Utilizes drawing system to view specifications about a product; example switch pressures
Review wiring diagrams
Review water, fuel, and venting piping diagrams
Reviews proofs of purchase for legitimacy
Serves as the first contact our customers and potential customers have with our company. It is critical to communicate effectively and accurately with consumers while maintaining a professional image and customer friendly disposition
Perform other duties as assigned
Makes warranty related decisions for highly complex water heating and related equipment approx. $10,000 following established departmental processes
Qualification
Required
Two-year certificate from college or technical school
5-7 years of related work experience; or equivalent combination of education and experience
Must be able to type a minimum of 40 words per minute
Requires mechanically inclined individuals with previous plumbing, electrical, HVAC, boiler, or other related equipment experience
Requires in depth working knowledge of the design, function, installation, operation and repair of multiple lines of water heaters
Requires familiarity with national Fuel Gas Code, National Electrical Codes, National Building Codes, and AMSE standards
Requires working knowledge of combustion and the environment in which the water unit is located
Demonstrated proficient verbal and written communication skills
Demonstrated troubleshooting and problem-solving skills
Software and hardware operation as well as keyboarding experience
Preferred
Prefer previous call center experience
Benefits
Medical and dental insurance
Company-sponsored life insurance
Retirement security savings plan
Short- and long-term disability programs
Tuition assistance
Company
A. O. Smith Corporation
Celebrating its 150th year of business, A. O.
10001+ employees
H1B Sponsorship
A. O. Smith Corporation has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (6)
2023 (7)
2022 (5)
2021 (1)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
Melissa Scheppele
CIO SVP Information Technology
Peter Martineau
Senior Vice President - CIO
Company data provided by crunchbase