Commercial National Accounts Technical Coordinator

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.

Do you love solving problems and helping people? We are seeking a detail-oriented and proactive Technical Coordinator to join our Commercial National Accounts team. This role directly supports the Commercial National Accounts function by providing 24/7 world class customer service for fast and convenient commercial water heater purchasing, delivery, installation, and repairs for businesses. The ideal candidate will play a crucial role in supporting daily operations, ensuring smooth communication, and maintaining organized records. This position requires strong organizational skills, excellent communication abilities, and proficiency in various office software and systems.

• Answering incoming calls, emails, and managing website work order requests within (2-4) hours of receipt from our customers
• Generate quote pricing for approval on designated jobs
• Coordinate planned and emergency replacement of water heaters with distributors and contract service providers for national restaurants and other hospitality organizations
• Arrange delivery of water heaters, communicating with service providers, store managers, and facility managers as to the status of the project
• Record, analyze and document the information received including serial number of products, location, and issue to be resolved to ensure accuracy in troubleshooting and setting up service providers
• Manage warranty claims and ensure timely resolution
• Coordinate with service providers to handle warranty repairs and replacements
• Maintain accurate records of warranty claims and resolutions
• Handle payment disputes and ensure timely resolution
• Coordinate with the finance department to manage invoicing and payment processing
• Maintain accurate records of payment resolutions
• Oversee project timelines and ensure milestones are met.

• 3 years of related customer service experience or training
• Familiarity with Project Management tools (MS Project, Jira, Trell, Smartsheets, Monday.com)
• Strong computer literacy with proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to organize work, manage time, and follow through with minimal supervision
• Concise written and oral communication skills
• Effective organizational, interpersonal, and communication skills required to help resolve routine problems, answer general questions, and know when to escalate more complex issues
• Ability to work independently as well as collaboratively within a team environment
• Must be able to maintain confidentiality
• Willing to work a 40-hour schedule within open hours of operation, 7:00am - 10:00pm Monday - Friday.
• On-Call Responsibilities Required. On-call responsibilities will be done in a block of (7) consecutive days on a rotating basis. An (8) hour shift is required on Saturdays when working on-call.

PREFERED QUALIFICATIONS:

• 1 year Trade Certificate in technical or related field
• 1 year experience in HVAC, Mechanical or Electrical background
• Experience with SAP and SalesForce

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.

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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.