Senior Product Service Specialist – Water Heaters

This is a fully remote position, open to applicants in Florida, +9 more states.

📋 Description

• Act as the main technical liaison for customers, distributors, dealers, and authorized service partners regarding water heater installation, operation, troubleshooting, and service inquiries.

• Deliver technical assistance for application-related queries, startup and commissioning issues, troubleshooting, and advanced service problems.

• Facilitate the resolution of field and customer issues through technical expertise and internal collaboration.

• Collect data, identify patterns in issues, and collaborate with engineering and quality teams for root-cause analyses.

• Assess recurring service and product challenges and suggest corrective measures, updates to guidance, or enhancements to processes.

• Advocate for service considerations during new product launches, product modifications, and issue-resolution discussions.

• Collaborate with teams from engineering, quality, product management, sourcing, service, and sales.

• Provide on-site or virtual technical training and troubleshooting assistance.

• Review, edit, create, and maintain installation manuals, service literature, troubleshooting guides, wiring diagrams, bulletins, FAQs, product updates, and technical instructions.

• Monitor trends in field and customer issues and assist in preparation for product updates and launches.

• Engage in projects aimed at improving service processes, field support effectiveness, and reducing product issues.

• Undertake additional related responsibilities as assigned.

⛳️ Requirements

• High school diploma, GED, or its equivalent.

• Completion of a technical degree, trade program, certification, or a relevant combination of education and experience.

• Licensed Master Plumber.

• At least 5 years of relevant experience in field service, technical product support, troubleshooting, service operations, or a similar technical field.

• Experience in supporting, servicing, installing, or troubleshooting heat pump, gas, or electric water heaters.

• Capability to diagnose technical product issues and offer practical service recommendations.

• Familiarity with reading and utilizing installation instructions, service manuals, schematics, wiring diagrams, or troubleshooting resources.

• Ability to work independently with minimal supervision.

• Strong technical and analytical judgment.

• Working knowledge of water heater products and service requirements.

• Proficiency in technical documentation and Microsoft Office applications.

• Must reside within the Central or Eastern Time Zone.

• Must be authorized to work in the U.S.

• Preferred: experience across heat pump, gas, and electric water heater categories; support for distributors, dealers, servicers, or channel partners; relevant trade, plumbing, HVAC, gas, or electrical certifications; authorship of technical documentation; experience in product launches, warranty issue resolution, or cross-functional escalation.

🏝️ Benefits

• Flexible work arrangements that balance individual, team, and organizational needs.

• 25–50% domestic travel based on business requirements.

• Equal Opportunity Employer.

• Disability accommodations available.

• Participation in E-Verify and support for employment authorization.