Residential Tech Support Team Lead

A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world's leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom.

The Technical Support Team Lead is responsible for day-to-day operations and supervision of a team of Technical Support Reps. This includes but is not limited to quality assurance through coaching, call monitoring, and one-on-one quality meetings; handling high level escalations; ensuring Technical Specialists are on task; providing floor agents with direction relative to call handling; maintaining a safe work environment; ensuring agent equipment needs are met; training new agents; fielding product, technical, scheduling, and other questions. The Team Lead must have all the capabilities of a Technical Specialist who work to assist callers to repair rather than replace this equipment where possible.

• Ensures agents are on task including following company policy and guidelines.
• Assesses departmental and company needs relative to call volumes and takes appropriate actions.
• Completes quality scans on agent calls.
• Conducts one-on-one quality assurance meetings and coaching.
• Provides continuous training.
• Evaluates departmental needs and makes recommendations.
• Handles high level escalations and negotiations with regard to labor charges, goodwill decisions, and requests outside-the-box.
• Receive calls from service professionals to assist with the identification of problematic water heating equipment, related equipment and/or installations.
• Make warranty related decisions for expensive commercial/industrial water heating and related equipment.
• Provide reference numbers to ensure warranty coverage.
• Provide specification information for callers considering purchase.
• Assist customers with sizing a water heater and storage tanks based on facility needs
• Utilizes drawing system to view specifications about a product; example switch pressures
• Assess caller's abilities and refers non-service professionals to service providers when needed.
• Refer callers to distributors for purchasing and replacement
• Document caller, installation, and product information.
• Provides backup support for tankless and residential equipment.

• Associates Degree in related field
• 5+ years of related work experience
• Previous Technical Specialist experience preferred
• Knowledge an ability to provide troubleshooting assistance, general product information, warranty assistance, and limited parts order processing on product that requires a combination of knowledge in electricity, electronics (example: programmable controls), fuel delivery systems (natural gas, propane, and oil), ventilation systems, plumbing systems, refrigeration (HVAC) systems, and water conditions as well as knowledge of National Fuel Gas Code, Universal Plumbing Code, National Electric Code, and other national and local codes.
• Ability/aptitude for all skills listed in the primary function above
• Excellent communication skills; verbal and written
• Good financial and business acumen
• Good typing/keyboarding skills
• Computer literacy and navigation skills: Ability to navigate between applications (often within one call) including but not limited to ASI, Sales Force, InContact, multiple order processing systems (portals, GUIs, etc.), SAP, warranty processing, and more.

Competitive compensation package and comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance.

In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.

We consider all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, marital or military status. We also provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local law.