Field & Technical Support Technician at Watts Water Technologies

📍 Job Overview

Job Title: Field & Technical Support Technician
Company: Watts Water Technologies
Location: Fort Worth, Texas, United States
Job Type: Full-Time, Remote OK (35% travel)
Category: Technical Support & Field Service
Date Posted: June 11, 2025
Experience Level: Intermediate (2-5 years)
Remote Status: Hybrid (Remote with 35% travel)

🚀 Role Summary

Serve as a critical support for sales representatives and customers, ensuring optimum product satisfaction.
Troubleshoot service-related customer issues, providing expert guidance on heat pumps and refrigeration systems.
Train technicians and maintain technical documentation, acting as a liaison between technical service and engineering.
Uphold company interests and products when interacting with reps, contractors, and end-users.

💻 Primary Responsibilities

Customer Support: Communicate with customers, representatives, or service technicians via telephone to address product and service issues. Troubleshoot all service-related customer issues.
Technical Expertise: Act as a subject matter expert on heat pumps and refrigeration systems. Assist the Aftermarket Technical Services group in training and troubleshooting heat pump products.
On-Site Support: Visit customers as required to provide on-site troubleshooting of product or service problems.
Training & Documentation: Support the creation of technical service procedures and bulletin documentation. Maintain Operations and Maintenance manuals and develop preventative maintenance procedures.
Cross-Functional Collaboration: Participate on cross-functional, new product, and problem-solving teams as necessary. Act as a liaison between technical service and engineering for new troubleshooting requirements.
Product Representation: Uphold company interest and products when interacting with reps, contractors, and end-users.

📝 Enhancement Note: This role requires a strong technical background in heat pumps and refrigeration systems, as well as excellent communication skills to effectively support customers and collaborate with various teams.

🎓 Skills & Qualifications

Education: Bachelor's degree (preferred but not required) in a relevant field, or equivalent experience.

Experience: Minimum of 3 years of experience in the service, repair, and troubleshooting of HVAC refrigerant systems, heating, and domestic water heating industry.

Required Skills:

Knowledge of electrical/electronic systems, communications, controls, and hardware.
Knowledge of installation, operation, and maintenance requirements with steam and gas-fired equipment (a plus).
Knowledge of safety handling and working with high voltage, high pressure, and commercial hydronic systems.
Proficiency in MS Office.
Good communication, interpersonal, and problem-solving skills.
Ability to handle heavy call volume when required.
Self-starter, takes ownership of processes.

Preferred Skills:

Experience with natural refrigerants.
Knowledge of safety handling and working with high voltage, high pressure, and commercial hydronic systems.

Certifications:

EPA Section 608 Refrigeration Technician Certification required, Type II or Universal preferred.

📊 Web Portfolio & Project Requirements (N/A for this role)

📚 Company Context

Industry: Watts Water Technologies is a leading global manufacturer of water quality and flow control solutions, serving the residential, commercial, and industrial markets.

Company Size: Medium-sized company with approximately 5,000 employees worldwide.

Founded: 1874, with a rich history and strong reputation in the water industry.

Team Structure:

The Field & Technical Support Technician will work remotely with a minimum of 35% travel, collaborating with sales representatives, customers, and internal teams.
This role will report directly to the Technical Support Supervisor.

Development Methodology:

Watts follows a structured problem-solving approach, focusing on root cause analysis and continuous improvement.
The company encourages cross-functional collaboration and knowledge sharing.

Company Website: Watts Water Technologies

📝 Enhancement Note: Watts Water Technologies has a strong focus on innovation and sustainability, offering opportunities for professional growth and development in the water industry.

💵 Compensation & Benefits

Salary Range: $25 - $31 hourly. Actual compensation will be dependent upon individual skills, experience, qualifications, and applicable laws.

Benefits:

Competitive compensation based on 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.
Fitness reimbursements and employee discount programs.

Working Hours: Full-time, with a minimum of 35% travel. The work schedule is flexible, with a focus on meeting project deadlines and maintenance windows.

📝 Enhancement Note: The salary range provided is based on industry standards for similar roles in the United States. Benefits are competitive and tailored to support employees' well-being and professional growth.

🎯 Team & Company Context

🏢 Company Culture

Industry: Watts Water Technologies operates in the water quality and flow control solutions industry, serving residential, commercial, and industrial markets.

Company Size: Medium-sized company with approximately 5,000 employees worldwide.

Founded: 1874, with a rich history and strong reputation in the water industry.

Team Structure:

The Field & Technical Support Technician will work remotely with a minimum of 35% travel, collaborating with sales representatives, customers, and internal teams.
This role will report directly to the Technical Support Supervisor.

Development Methodology:

Watts follows a structured problem-solving approach, focusing on root cause analysis and continuous improvement.
The company encourages cross-functional collaboration and knowledge sharing.

Company Website: Watts Water Technologies

📝 Enhancement Note: Watts Water Technologies has a strong focus on innovation and sustainability, offering opportunities for professional growth and development in the water industry.

📈 Career & Growth Analysis

Web Technology Career Level: Intermediate (2-5 years of experience) in technical support, troubleshooting, and training within the HVAC and water heating industry.

Reporting Structure: This role reports directly to the Technical Support Supervisor, with opportunities for cross-functional collaboration with sales, engineering, and other internal teams.

Technical Impact: The Field & Technical Support Technician plays a crucial role in ensuring customer satisfaction by providing expert guidance on heat pumps and refrigeration systems, training technicians, and maintaining technical documentation.

Growth Opportunities:

Technical Expertise: Deepen knowledge of heat pumps, refrigeration systems, and related technologies through hands-on experience and continuous learning.
Leadership & Mentoring: Develop leadership skills by training and mentoring other technicians, both internally and externally.
Cross-Functional Collaboration: Expand knowledge of other departments and product lines through collaboration with sales, engineering, and other internal teams.

📝 Enhancement Note: This role offers opportunities for career growth and development within the technical support and training field, as well as the chance to gain experience in various aspects of the water industry.

🌐 Work Environment

Office Type: Hybrid (Remote with 35% travel). The primary work environment is remote, with occasional travel to customer sites, company offices, and training facilities.

Office Location(s): Fort Worth, Texas, with opportunities for travel to other locations as needed.

Workspace Context:

Remote Work: The primary workspace is a home office, equipped with necessary tools, software, and connectivity to perform job duties effectively.
Travel: When traveling, the Field & Technical Support Technician will be provided with a company tool kit (currently 80 lbs) and any necessary equipment to perform on-site troubleshooting and support.
Safety: The work environment may include office environments, manufacturing floors, construction sites, mechanical rooms, or roofs. Safety glasses and other safety equipment will be required when on-site or in the factory.

Work Schedule: Full-time, with a minimum of 35% travel. The work schedule is flexible, with a focus on meeting project deadlines and maintenance windows.

📝 Enhancement Note: The hybrid work environment offers a balance between remote work and on-site support, allowing the Field & Technical Support Technician to maintain a healthy work-life balance while providing critical support to customers and internal teams.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to discuss the role, qualifications, and expectations.
Technical Assessment: A hands-on assessment of troubleshooting skills, focusing on heat pumps, refrigeration systems, and related technologies.
Behavioral & Situational Questions: An in-depth discussion of problem-solving skills, communication, and customer service.
Final Interview: A meeting with the Technical Support Supervisor and other key stakeholders to discuss the role, company culture, and career growth opportunities.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on heat pump and refrigeration system knowledge, focusing on troubleshooting, installation, and maintenance requirements.
Familiarize yourself with relevant safety procedures and regulations.
Prepare for behavioral and situational questions, focusing on problem-solving, communication, and customer service skills.

ATS Keywords: (Relevant keywords for this role include heat pumps, refrigeration systems, HVAC, troubleshooting, technical support, training, customer service, and related technologies.)

📝 Enhancement Note: The interview process for this role is designed to assess technical expertise, problem-solving skills, communication, and customer service, ensuring the best fit for both the candidate and the company.

🛠 Technology Stack & Web Infrastructure

Relevant Technologies:

Heat pumps and refrigeration systems (knowledge of specific brands and models is a plus).
HVAC systems, including steam and gas-fired equipment.
Electrical/electronic systems, communications, controls, and hardware.
MS Office Suite (Word, Excel, PowerPoint).
Safety handling and working with high voltage, high pressure, and commercial hydronic systems.

📝 Enhancement Note: The technology stack for this role is focused on heat pumps, refrigeration systems, and related technologies, with an emphasis on troubleshooting, installation, and maintenance requirements.

👥 Team Culture & Values

Watts Water Technologies Values:

Customer Focus: We put our customers first, understanding their needs and exceeding their expectations.
Integrity: We act with honesty and transparency, building trust through our actions and decisions.
Innovation: We foster a culture of continuous learning and improvement, driving progress through creativity and collaboration.
Sustainability: We are committed to responsible water usage and environmental stewardship, developing products and solutions that protect our planet's most valuable resource.
Accountability: We take ownership of our work and hold ourselves responsible for delivering results and driving our business forward.

Collaboration Style:

Cross-Functional Collaboration: Watts encourages collaboration between departments and teams, fostering a culture of knowledge sharing and continuous learning.
Problem-Solving: The company follows a structured problem-solving approach, focusing on root cause analysis and continuous improvement.
Customer-Centric: Watts prioritizes customer needs and expectations, ensuring that all efforts align with delivering exceptional customer experiences.

📝 Enhancement Note: Watts Water Technologies values a customer-focused, innovative, and collaborative culture, with a strong commitment to sustainability and accountability.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Staying up-to-date with the latest heat pump and refrigeration system technologies, as well as related industry developments.
Troubleshooting complex issues in various customer environments, requiring strong problem-solving skills and adaptability.
Balancing remote work and on-site support, ensuring customer satisfaction and maintaining a healthy work-life balance.

Learning & Development Opportunities:

Deepen knowledge of heat pumps, refrigeration systems, and related technologies through hands-on experience and continuous learning.
Expand knowledge of other departments and product lines through collaboration with sales, engineering, and other internal teams.
Develop leadership skills by training and mentoring other technicians, both internally and externally.

📝 Enhancement Note: The Field & Technical Support Technician role offers opportunities for continuous learning and professional growth, with a focus on technical expertise, problem-solving, and customer service skills.

💡 Interview Preparation

Technical Questions:

Heat Pump & Refrigeration Systems: Demonstrate a strong understanding of heat pump and refrigeration system technologies, including installation, operation, and maintenance requirements.
Troubleshooting: Walk through real-life scenarios, explaining your approach to diagnosing and resolving technical issues.
Safety Procedures: Discuss safety procedures and regulations relevant to heat pumps, refrigeration systems, and related technologies.

Company & Culture Questions:

Company Mission & Values: Explain how your personal values align with Watts Water Technologies' mission and core values.
Customer Focus: Describe your approach to customer service and support, focusing on understanding customer needs and exceeding expectations.
Problem-Solving: Provide examples of how you've approached and resolved complex technical challenges in previous roles.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Interview preparation for this role should focus on technical expertise, problem-solving skills, communication, and customer service, ensuring a strong fit with Watts Water Technologies' mission, values, and culture.

📌 Application Steps

To apply for the Field & Technical Support Technician position at Watts Water Technologies:

Submit your application through the application link here.
Review and update your resume, highlighting relevant experience, skills, and certifications.
Prepare for the phone screen and technical assessment by brushing up on heat pump, refrigeration system, and related technology knowledge.
Research Watts Water Technologies, focusing on the company's mission, values, and industry presence.
Prepare for behavioral and situational questions, focusing on problem-solving, communication, and customer service skills.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with Watts Water Technologies before making application decisions.

Field & Technical Support Technician