Primary Function: The Services Technician I will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support. Responsibilities: • Support and assist in the processing of customer claims and ensuring delivery of the appropriate service solution • Review service cases and make determination of any site-related or component-related problems • Respond and process phone calls from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues • Defuse and resolve more difficult and challenging technical issues Job Requirements: • 3-5 years of experience in a customer service • Comfortable in a fast-paced contact center environment • Installation and servicing of plumbing and HVAC/R products is ideal, but not required • Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred • High school diploma or equivalent; Associates degree or technical certification in HVAC or Plumbing desirable • Strong verbal and written communications skills • Experience with escalation resolution • Ability to work in a collaborative environment and independently