Job Description

COMPANY:

Ariston USA is an operating company of the Ariston Group, a multi-national company among the leaders in water and space heating solutions. Ariston USA is a leading manufacturer of premium, high efficiency, and high-quality condensing boilers and water heating solutions for residential and commercial applications in North America, operating with brands including HTP, Ariston, and American Standard water heaters. Ariston USA is headquartered in New Bedford, Massachusetts, and this position will reside at our LOCATION IN POMONA, CA.

This position reports to the Customer Experience Manager.

THE PRIMARY FUNCTION OF THIS ROLE:

The TECHNICAL SUPPORT SPECIALIST will report directly to the Customer Experience Manager. This position will be responsible for inside and outside service support to our customers. This individual must have the ability to respond to high volume customer telephone requests for technical assistance and make technical support field service calls, while maintaining a professional attitude under pressure.

YOUR MAIN RESPONSIBILITIES WILL BE:

The following is a brief description of some of the duties and responsibilities (not limited to the following):

· Ability to handle a high volume of customer telephone requests for technical assistance.

· Have a working knowledge of technical product specifications and water heating and hydronics fundamentals and be able to communicate this information to customers via phone or email.

· Provide verbal and written technical assistance to customers having product service, installation, repair, and general product questions.

· Exhibit a basic level of diplomacy in difficult situations while being adaptable to changes and creating goodwill with internal and external customers.

· Capture and maintain accurate records of technical support calls and site visit trouble shooting and diagnosis in CRM system.

· Explain and interpret warranties to customers as they apply to products.

· Utilize system tools to determine water heater cross references, sizes and types as requested by callers.

· Perform product/service-related training seminars to representatives, plumbers and contractors as required.

· Visit customers to provide on-site troubleshooting of products or installation problems.

· Ability to work flexible hours when required.

· Other duties as assigned.

YOUR TECHNICAL EXPERTISE INCLUDES:

The following is a brief description of the technical skills and experience required.

· Customer service-related experience in a call center environment providing technical support.

· Previous field service experience in the electrical, HVAC or plumbing fields.

· Must have good mechanical troubleshooting skills.

· Ability to use and understand HVAC and combustion test equipment.

· Must have basic computer skills working with MS Office - Excel, Word and PowerPoint.

· Experience with Salesforce.com a plus.

· Excellent interpersonal, verbal and written communication skills.

· Attention to detail and good organizational skills.

· Ability to work independently on projects with minimal supervision.

This job description in no way implies that these are the only duties to be performed.

YOUR EXPERIENCE INCLUDES:

· HIGH SCHOOL DIPLOMA OR GED (REQUIRED)

· 2 YEAR TECHNICAL DEGREE (PREFERRED)

· 3+ YEARS OF TECHNICAL SUPPORT EXPERIENCE, SUPPORTING WATER HEATING OR HYDRONIC HEATING EQUIPMENT.

· ESSENTIAL COMPUTER SKILLS.

· THE ABILITY TO COMMUNICATE EFFECTIVELY IN ALL SITUATIONS.

· A VALID DRIVER’S LICENSE.

· THE ABILITY TO TRAVEL AS NEEDED.

WHAT IT’S LIKE AT ARISTON THERMO US:

· SAFETY. Your safety is important to us, and we will provide all personal protective equipment (PPE) as required. You will also need to be able to follow all customer safety requirements.

· ACTIVITY. You will need the ability to apply basic mathematical concepts, problem solve, and assist customers in a variety of situations. You may need to move up to 25 lbs. at times.

· NOISE. Our facilities have MODERATE noise conditions. Some work areas and equipment may be noisy.

· DRESS CODE. We maintain a business casual environment, and you should plan to dress for the occasion.

· ENVIRONMENT.  At times, you may be exposed to machines, welding equipment, and moving machines such as forklifts, so you’ll need the ability to communicate in English, notice problems and think of solutions. In the office, you can expect a collaborative office environment. 

Company Description

Ariston USA is an operating company of the Ariston Group, a multi-national company among the leaders in water and space heating solutions. Ariston USA is a leading manufacturer of premium, high efficiency, and high-quality condensing boilers and water heating solutions for residential and commercial applications in North America, operating with brands including HTP, Ariston, and American Standard water heaters. Ariston USA is headquartered in New Bedford, Massachusetts.