Pro Service Support Technician

EcoWater Systems LLC

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Company Overview  

Established in 1925, EcoWater Systems LLC is headquartered in Eagan, MN.  The company has two manufacturing facilities and a test engineering facility in northern Mississippi. EcoWater has been owned by Marmon Holdings, Inc. since 1981, and today is one of six companies within their Water group. EcoWater is the world’s largest manufacturer of highly engineered, in-home water softening and drinking water solutions.  In North America, there are four channels through which the company goes to market including a dealer business, a retail business, a wholesale/trade business, and an e-commerce/Direct-to-Consumer platform.  

Marmon Holdings is a Berkshire Hathaway company, comprises 11 groups and more than 100 autonomous businesses with total annual revenue of $10 billion. Marmon’s 20,000-plus team members serve diverse industries and markets worldwide in over 20 countries.  The 11 groups include Medical, Water, Foodservice Technologies, Retail Solutions, Transportation Products, Rail & Leasing, Electrical, Plumbing & Refrigeration, Metal Services, Industrial Products, & Crane Services.   

General Overview 

Do you enjoy figuring out how things work and helping others solve problems? The Pro Service Support Technician is a desk-based technical support role serving installers, service technicians, and end customers by phone, email, and chat. You will help troubleshoot residential and commercial water softeners, filters, reverse osmosis systems, and Wi-Fi-connected equipment, and assist with system sizing and product quotes across our dealer, wholesale, and retail channels. This position does not involve hands-on equipment work. Maintenance employment experience is required: this means work in which you have identified problems, performed maintenance, or made repairs to appliances, plumbing, HVAC systems, or other building systems or equipment. Relevant examples include building or facilities maintenance, apartment or property maintenance, or work in a maintenance department. Your experience does not need to include every system listed, and you do not need to have worked as a plumber or other specialized tradesperson. Personal repair and home improvement projects are valued as supplemental experience, but do not replace the maintenance employment requirement. Prior water treatment expertise is not required, and product training is provided.

Overall Responsibilities 

• Provide technical support by phone, email, and chat, including troubleshooting water treatment equipment, sizing systems, providing product quotes and pricing, and identifying solutions to common problem-water conditions.
• Assist with troubleshooting Wi-Fi-connected water treatment systems, including connectivity issues.
• Track product issues reported by consumers, dealers, and wholesalers; alert Quality Control to reported concerns and assist with follow-up.
• Support Quality Control and Product Development with new products by troubleshooting, reporting, and following up on product concerns.
• Provide technical product support to new technicians and customer service representatives.
• Assist in developing knowledge articles that document product support issues and resolutions.

Qualifications, Skills, Competencies 

• Maintenance employment involving troubleshooting, maintenance, or repair of appliances, plumbing, HVAC, or other building systems or equipment is required. Personal repair and home improvement projects supplement—but do not replace—this employment experience.
• Relevant backgrounds include building, facilities, apartment, or property maintenance, or maintenance department work. Experience with every system listed or employment as a plumber or other specialized tradesperson is not required.
• Prior water treatment knowledge is preferred but not required. WQA certification is a plus.
• Mechanical aptitude, curiosity about how things work, and the ability to work through problems step by step; willingness to learn water treatment products and troubleshooting methods.
• Customer focus: provide service that supports customer satisfaction.
• Ability to listen carefully, ask questions, and explain troubleshooting steps clearly by phone, email, and chat.
• Results orientation: work diligently to achieve quality outcomes.
• Ability to use email and type. EcoWater provides instruction on documenting support cases.

Training and Development

Product training is provided to help you learn EcoWater water treatment systems and support methods. You will also receive instruction on documenting customer support cases. Bring practical problem-solving skills, curiosity, and a willingness to learn.

Work Environment 

Must have the ability to work shifts between 7:30 am and 5:30 pm CST. Must be able to be in the office at least 4days a week (Monday, Tuesday, Wednesday, and Thursday).  

Travel Requirement 

Minimal <10% 

Acknowledgement 

This job description describes the general nature and level of work performed by employee assigned to this position.  It does not state or imply that these are the only duties and responsibilities assigned to the job.  The employee may be required to perform other job-related duties as requested by management. All requirements are subject to change over time and to possible modifications to reasonably accommodate individuals with a disability. 

Pay Range:

25.20 - 30.80

We offer a comprehensive benefits package that may include medical, dental, vision, 401k matching, and more!

Following receipt of a conditional offer of employment, candidates will be required to complete additional job-related screening processes as permitted or required by applicable law.

We are an equal opportunity employer, and all applicants will be considered for employment without attention to their membership in any protected class. If you require any reasonable accommodation to complete your application or any part of the recruiting process, please email your request to [email protected], and please be sure to include the title and the location of the position for which you are applying.