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Technical Customer Support Specialist II/ Engineer

Posted on: May 27th, 2019 Vernon, BC Tekmar Control Systems
Description

CORPORATE OVERVIEW:  TEKMAR CONTROLS (Subsidiary Watts Water Technologies Global Company)



Corporate Overview:


You will be given an exciting opportunity to take your proven experience and excel in a growing and innovative company that’s world class and leading the industry.


Watts Water Technologies is an innovative company in plumbing products and Global Electronics. We are a digital business harnessing the power of the cloud, big data/analytics, Internet of things, and integrated design thinking. We are leading change that brings value to our customers, partners, and shareholders through the creation of innovative software and data-driven products in the plumbing and water industry. This position is key to our Customers and business. You are passionate about your profession embracing new technologies; control systems excelling in a fast paced collaborative team environment.


Find out more about us and this exciting opportunity by looking at our websites: www.wattswater.com and www.tekmarcontrols.com. This position is Full-time, year round, competitive wages and benefits and is located in the sunny Okanagan, at our Vernon, British Columbia offices. Tekmar is proud to be going on to our 37 years in HVAC and Control Systems in Vernon! We're a stable, growing global company. Our growth and impact in the Watts family is critical. At Tekmar - we are all key players innovating and manufacturing our own tekmar brand products providing full customer support. If you are looking for a stable progressive career collaborating on a global market with 5000 colleagues in Watts and working in a team environment at Tekmar - Apply now!    


Apply on line with our job portal it's easy! Go to our careers at wattswater.com/careers/Vernon BC.  



PURPOSE:


The individual will lead and manage a portfolio of Watts Water Technologies inter-company electronic research and development projects; to execute innovation strategy with the TAG (Technology Advancement Group) in developing a global electronics platform and digital smart connected WATTS products.


This person will coordinate multiple inter-company projects with the objective of researching new and automation technologies and connectivity solutions; optimizing technical resources across electronic sites, leveraging technology resources, and developing market ready products for large range of Watts offerings.



JOB DESCRIPTION: TECHNICAL CUSTOMER SUPPORT SPECIALIST II


PURPOSE:

The Technical Customer Support Specialist II/Engineer is responsible for answering advanced technical and product application questions of customers who call into the technical support phone line. This employee may serve customers at tradeshows and exhibits. This employee will maintain contacts in the CRM. This position reports to the Technical Customer Support team leader.


PRINCIPAL RESPONSIBILITIES AND DUTIES:

  • Answer technical support phone calls and emails (if applicable) from customers
  • Log pertinent information about customers including phone number, name, and inquiry details
  • Escalate issues as needed
  • Administer call backs to customers with regard to email or voice messages
  • Assist the customer in advanced product application and selection based on the customers’ needs    
  • Provide necessary literature and product information to customers 
  • Interfaces with customers for selection, operation, installation, programming & troubleshooting of all products
  • Make outgoing calls to customers to inquire about projects
  • Documents customer issues and concerns; summarizes and provides information for review, consideration and offers solutions in the Product Management improvement processes
  • Provides technical sales support and clarifies product applications
  • Gather competitor, market and customer information for use in product research, design and development by members of the Sales  and Product Management teams
  • Serves customers at tradeshows and exhibits
  • Potential for up to 10% travel if required
  • Follow corporate best practices and proper legal procedures
  • Other related projects/tasks as assigned by the supervisor/manager

EMPLOYEE CORE COMPETENCIES:

We are committed to attracting and managing the best talent globally.  We seek to attract and promote employees who demonstrate an ability and willingness to:

1.   Focus on the customer

2.   Communicate Effectively

3.   Initiate Positive Change 

4.   Drive for Results

5.   Deliver High Quality Work

6.   Provide Technical Expertise

7.   Collaborate across workgroups and intercompany


EDUCATION:

Diploma or Bachelor’s degree in technology, engineering or plumbing/HVAC  related field preferred. In combination with at least three (3) years of applicable work experience in a related field. Or the equivalency of education and work experience in field.


MANAGEMENT:

No direct reports.


EXPERIENCE AND REQUIRED SKILLS:

  • Three or more years applicable work experience in technology or engineered related field or: HVAC, hydronics or plumbing industry
  • Two or more years work experience in customer service or technical support
  • Experience answering troubleshoot and technical questions via phone and escalation if required.
  • Strong organizational and time management skills
  • Ability to handle multiple tasks and varying call volumes
  • An ability to work independently and as part of a team
  • Ability to be seated for long periods of time answering calls.
  • Ability to learn and absorb information with regard to codes, compliance, and product offerings 
  • Advanced knowledge of electronic devices and electrical systems is preferred
  • Manual dexterity sufficient to effectively use a computer keyboard.  Visual acuity to interact with computer terminal.
  • Preferred experience but not required - An Engineering education and back ground to learn the "application engineering" part of the job and our tekmar products. Experience in a related HVAC and/or plumbing field is preferred but not necessary.  

PHYSICAL REQUIREMENTS:

  • Works in an office environment 
  • May have regular exposure to the plant floor. 
  • Ability to move throughout the plant and office areas. 
  • Alternates between sitting, standing, and moving within the work area.
  • Must be able to manipulate equipment used in performance of tasks.
  • Other demands include but not limited to oral, written, and presentation/communications skills.
How to Apply
This is a full time year round position physically located in Vernon, BC Canada. All applicants should apply directly online via our Parent Company Job Portal:

http://www.wattswater.com/ careers/ Vernon BC Canada/ Technical Support Specialist II/Engineering Posting


Applications can also be sent in via email attention: Human Resources/ Email: scottie.paradoski@wattswater.com


We thank all applicants for their interest in this position; however, only candidates selected for an interview will be contacted. This posting will remain open until such time that there is a suitable match with a successful candidate.

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