Scope of Position

Under the guidance of the Customer Service Supervisor, the Technical Support Specialist will provide expert product knowledge, technical troubleshooting, and commercial solutions to dealers, wholesalers, retailers, and other business-to-business customers. 

This role is remote and is based out of the Fort Worth, TX, location.

Primary Job Duties and Responsibilities

• Provide troubleshooting support for conditioning and filtration products across multiple sales channels.

• Ensure accurate and prompt resolution of issues by phone and email, escalating concerns internally.

• Assist customers with the installation and setup of residential and commercial equipment.

• Enter customer orders, process warranty replacements, and provide post-sales order management support.

• Use CRM and other software tools to document and manage customer needs and concerns.

• Be a subject matter expert, offering product recommendations and support to both internal and external customers.

• Collaborate with customer service and technical support teams within Watts.

• Participate in continuous improvement initiatives to enhance products and processes.

• Maintain knowledge of factory processes, tools, materials, and equipment.

• Model Watts' commitment to quality and customer focus while fulfilling your role as a functional team member.

• Demonstrate respect for coworkers and uphold Watts' business philosophy.

Required Qualifications

• An associate degree or higher is preferred.

• Experience with residential and commercial water filtration and conditioning systems is preferred.

• Master Water Specialist certification is highly desirable.

• Technical and mechanical experience in resolving product performance issues.

General Applicable Company Competencies

• Commitment to Watts’ values of integrity, accountability, continuous improvement, innovation, and transparency.

• Punctuality and dependability.

• Ability to be flexible and adapt to changing work priorities and stressful conditions.

• Adherence to all personnel policies, procedures, and standards of process as implemented by Watts.

• Maintain productive and collaborative relationships with other Watts employees.

• Adherence to Watts’ seven cultural beliefs: Growth Mindset, Customer-Focused Innovation, Constant Communication, Clear Goals, Collaborate Globally, Be Inclusive, and Take Action.

Working Conditions

While performing the job duties, you will be working remotely in an office environment. You may be required to occasionally travel to and work in the office at the Fort Worth location for meetings, trainings, or as otherwise required by Company management.

Physical Requirements

Specific physical abilities required for this position include, but are not limited to:

• Ability to remain seated at a desk or workstation for extended periods.

• Ability to perform repetitive tasks like typing on a keyboard or using a mouse for extended periods.

• Ability to physically move around the office, organize, or transport files, packages, or other office-related materials.

• Ability to read documents, use a computer, and perform data entry tasks.

• Ability to communicate clearly with management and coworkers, particularly in meetings or phone calls.

• Ability to operate standard office equipment, including computers, printers, phones, and copiers.

• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.

Pay Range 

The expected salary range for this position is $23- 28/hour. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable law.

Nothing in this job description restricts Watts’ right to assign or reassign duties, responsibilities, and working hours/conditions to this position at any time. This position is “at will,” which means that either the employee or Watts may terminate the employment relationship at any time, with or without notice, and for any lawful reason.