Now Hiring - Synergy Sales NW LLC - Professional Services Water Heater Technical and Warranty Service Specialist in Kent, WA

Full description of the position

Company Overview Synergy Sales NW LLC is a dynamic manufacturers' representative firm specializing in plumbing products across the Pacific Northwest, including Washington, Oregon, Alaska, and Northern Idaho. With a dedicated team of 24 professionals, we are committed to excellence and growth within our industry. Summary We are seeking a dynamic and customer-focused Sales Agency Technical Support Specialist to join our team. This role bridges the gap between our sales organization, distributors, contractors, and end users, ensuring a seamless experience from pre-installation planning through post-installation support. The ideal candidate will possess strong technical acumen, exceptional communication skills, and a passion for training and mentoring. Key Responsibilities * Technical Support * Serve as primary technical liaison for rep agency, providing timely troubleshooting and resolution for product inquiries. * Document support cases, track resolution status, and escalate complex issues as needed. * Warranty & Service Calls * Manage all warranty service requests, coordinating with internal and external teams to schedule diagnostics, parts replacement, and on-site repairs. * Maintain accurate records of service calls, warranty claims, and corrective actions taken. * Pre Install Project Walk & Recommendation * Conduct on-site or virtual pre-installation assessments to evaluate customer requirements, site conditions, and system design feasibility. * Prepare and present detailed recommendations--including water heater sizing and placement--to sales teams and clients. * Post Install FollowUp * Reach out to customers post-installation to verify system performance, address any outstanding questions or issues, and ensure customer satisfaction. * Gather feedback for continuous improvement and relay insights, both internally and to our manufacturer partners. * Contractor & InHouse Training * Develop and deliver comprehensive training programs for distributors, contractors and agency sales teams on product selection, installation, configuration, troubleshooting, and best practices. * Create and maintain up-to-date training materials, user guides, and technical documentation. Qualifications Required: * 3+ years of technical support or field service experience, preferably in a sales agency, distributor, or plumbing contractor. * 2+ years of handson plumbing experience, including installation, service, and maintenance of residential and commercial plumbing systems, primarily on water heating equipment. * Demonstrated expertise with waterheater systems (tank, tankless, and heatpump models): installation, troubleshooting, repair, and preventive maintenance. * Strong understanding of local and national codes and legislation as it relates to water heating. * Excellent communication and presentation skills; comfortable leading trainings and clientfacing technical discussions. * Proven ability to manage multiple projects, prioritize tasks, and meet deadlines in a fastpaced environment. * Valid driver's license and willingness to travel regionally (up to 30%). Preferred: * Plumbing license, journeyman or master plumber certification, or manufacturerspecific plumbing credentials. * Experience relevant to the company's product lines represented. * Experience with CRM and systems (example - Salesforce). * Familiarity with warranty management processes and contract administration. Core Competencies * Customer Focus: Delivers a high level of service; anticipates customer needs and acts to provide solutions. * Technical Proficiency: Quickly masters new technologies and applies knowledge to resolve complex problems. * Collaboration: Works effectively with internal teams and with external partners to achieve shared objectives. * Communication: Articulates ideas clearly, both verbally and in writing; adapts style to the audience. * Organization & FollowThrough: Pays strong attention to detail; follows processes to completion. Job Type: Full-time Pay: $7,000.00 - $8,000.00 per month Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift * Monday to Friday * Weekends as needed Experience: * Plumbing: 6 years (Preferred) License/Certification: * Plumbing License (Preferred) Ability to Commute: * Kent, WA 98032 (Required) Ability to Relocate: * Kent, WA 98032: Relocate before starting work (Preferred) Work Location: In person