Technical Service Technician

We’re Watts. Together, we’re reimagining the future of water. We feel proud every day about what we do. We're all part of the same crucial mission, no matter what function we support -- it's to provide safe, clean water for the world, and to protect our planet's most valuable resource. What we do: For 150 years, Watts has built best-in‑class products that are trusted by customers in residential and commercial settings across the world. We are at the forefront of innovation, working with cutting‑edge technology to provide smart and connected, sustainable water solutions for the future. Watts is a leading brand with a quality reputation — and we have a dynamic future ahead.

Scope of Position

Technical Service Technician is responsible for critical support for the sales representatives and customers to ensure optimum product satisfaction. This position has no supervisory responsibilities. This position reports to the Technical Services Supervisor. This role is remote and is based in Blauvelt, NY.

Primary Job Duties and Responsibilities

• Communicate with customers, representatives or service technicians via telephone concerning product and service issues.
• Troubleshoots all service‑related customer complaints.
• Participate in ongoing development trainings both onsite and external.
• Support the creation of all technical service procedures and bulletin documentation.
• Assist in maintaining Operations and Maintenance manuals.
• Perform product/service‑related training seminars for Representatives and Service Technicians at AERCO and in the field.
• Visit customers to provide on‑site troubleshooting of product or service problems.
• Develop preventative maintenance procedures.
• Act as a liaison between technical service and engineering as new troubleshooting requirements become necessary.
• Maintain knowledge of plant processes, techniques, tools, materials, machines and equipment for plant tours.
• Participate in cross‑functional, new product and problem‑solving teams as necessary.
• Perform other related duties as assigned.
• Assume responsibility for other projects and duties as assigned by Technical Services Supervisor.
• Responsibility directly tied to Watts Value (Integrity, Accountability, Continuous Improvement, Transparency).

Travel Requirements

25%

Required Qualifications

• High school diploma or equivalent (GED).
• 5 years of previous experience in the heating and domestic water heating industry.
• Knowledge of electrical/electronic systems, communications, controls and hardware.
• Knowledge of installation, operation and maintenance requirements with steam and gas fired equipment.
• Understanding of and adherence to applicable laws, codes, policies, regulations, and safety practices and procedures, as applicable.
• Must successfully establish employment eligibility and satisfactorily complete background checks, including drug screen, and required pre‑employment testing as a condition of employment.

Preferred Qualifications

• Technical/vocational training in HVAC or mechanical systems.
• HVAC certification.

General Applicable Company Competencies

• Commitment to Watts’ values of integrity, accountability, continuous improvement and 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 Blauvelt, NY 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 such as computers, printers, phones, and copiers.
• Ability to occasionally lift and carry light objects, such as office supplies, documents, or small equipment.
• Ability to wear personal protective equipment, which may include, but is not limited to, safety shoes, hearing protection, and safety glasses.

Pay Range

The expected hourly range for this position is $36.60- $43.55. 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.

#LRemote Watts in it for you:

Benefits apply only to permanent roles and do not apply to internship roles.

Benefits

• Competitive compensation based on your skills, qualifications and experience
• Comprehensive medical and dental coverage, retirement benefits
• Family building benefits, including paid maternity/paternity leave
• 10 paid holidays and Paid Time Off
• Continued professional development opportunities and educational reimbursement
• Additional perks such as fitness reimbursements and employee discount programs

How we work

At Watts, our culture is team‑oriented and supportive. Employees here genuinely care about the quality of their work, and about each other. Our people are the heart of who we are and contribute to our longevity and continued success. And this is a place where you can have a big career. No matter your role, there are opportunities for learning and development, and your daily contributions make a meaningful impact on the lives of people who use our products and on the future of water.

Equal Employment Opportunity Statement

Watts is committed to equal employment opportunity. We follow a policy of administering all employment decisions and personnel actions without regard to race, color, religion, creed, sex, pregnancy, national origin, sexual orientation, age, physical or mental disability, genetic disposition or carrier status, marital status, military or veteran status, minorities, or any other category protected under applicable federal, state, or local law. Consistent with the obligations of state and federal law, Watts will make reasonable accommodations for qualified individuals with disabilities. Any employee who needs a reasonable accommodation should contact Human Resources.

About Watts

Watts Water is a global leader of quality water solutions for residential, industrial, municipal, and commercial settings. Our family of brands offers some of the most varied product lines in the world, with world‑class, water‑related solutions focused on: Drainage and Water Reuse HVAC and Hot Water Plumbing and Flow Control Water Quality and Rainwater Harvesting We are a $1.9 billion global company, listed on the New York Stock Exchange (NYSE) with a presence in five (5) continents and twenty‑four (24) countries, and an employee population that speaks over eighteen (18) languages. As a people‑first company, we prize enriching and caring for all who work here not only through words but through actions. This includes executing our Diversity, Equity, and Inclusion (DEI) strategy, and providing our employees with meaningful career growth opportunities, a positive and safe work environment, and affirmation that they are heard, valued, and respected. We are proud to be an organization that believes that a safer world is a more sustainable world – a belief that we proudly reflect in each of our technologies and solutions and our environmental and social commitments, such as our partnership with Planet Water Foundation. Learn more about the Watts way, here. Specialties Plumbing, HVAC, Water Quality, and Gas Headquarters Americas & Corporate Headquarters: North Andover, Massachusetts, USA Asia‑Pacific, Middle East & Africa (APMEA) Headquarters: Shanghai, China Company Size About 5,000 employees Website Industry Machinery Founded 1874