Senior Product Service Specialist – Water Heaters

This is a fully remote position, open to applicants in Florida, +14 more states.

📋 Description

• Act as the primary technical point of contact for customers, distributors, dealers, and authorized service partners regarding installation, operation, troubleshooting, and service inquiries related to heat pump, gas, and electric water heaters.

• Deliver technical product assistance for application-related questions, startup and commissioning issues, troubleshooting, and escalation of service concerns.

• Aid in resolving escalated field and customer problems by providing technical guidance and collaborating with internal teams.

• Collect data, recognize issue trends, and collaborate with engineering and quality teams for root cause analysis and resolution.

• Assess recurring service and product challenges, recommending corrective actions, service guidance updates, or process enhancements.

• Represent the service perspective during new product launches, product modifications, and discussions on issue resolution.

• Collaborate with engineering, quality, product management, sourcing, service, and sales teams to address technical gaps, training needs, and troubleshooting.

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

• Monitor field and customer issues, convey trends, and assist in preparations for product updates and launches.

• Engage in service process enhancements, field support efficiency, and initiatives aimed at reducing product issues.

• Undertake other related duties as assigned.

⛳️ Requirements

• High school diploma, GED, or equivalent qualification.

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

• Licensed Master Plumber.

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

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

• Capacity to diagnose technical product challenges and offer practical service advice to customers, distributors, dealers, or field partners.

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

• Comprehensive understanding of water heater products and their service requirements.

• Practical knowledge of at least one major water heater type: heat pump, gas, or electric.

• Proficient with technical documents and Microsoft Office applications.

• Ability to work autonomously with minimal supervision on complex and challenging technical issues.

• Skill in prioritizing technical support tasks, escalations, documentation updates, and follow-ups on field issues.

• 25–50% of domestic travel may be necessary.

• Occasional evening or weekend work might be required.

• Must reside within the Central or Eastern Time Zone.

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

🏝️ Benefits

• Remote work arrangement.

• Flexible work schedule developed in collaboration with management to balance individual, team, and organizational requirements.

• 25–50% of domestic travel may be necessary based on business needs.

• Opportunity to collaborate with a leader to establish a flexible work arrangement.

• Workplace culture focused on inclusion and diversity.

• Equal Opportunity Employer.