Now Hiring - Synergy Sales NW LLC - 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