Technical Support Specialist
Veralto GlobalPosition Summary
As a Technical Support Specialist, you will be the trusted technical expert supporting industry-leading residential and light commercial UV water treatment and filtration products. Working with distributors, contractors, service technicians, end users, and internal teams, you'll provide expert guidance on product selection, installation, troubleshooting, maintenance, and replacem
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ent parts.
In this role, you will solve technical challenges, deliver exceptional customer experiences, and collaborate across the organization to drive continuous improvement. If you enjoy helping customers, building technical expertise, and making a meaningful impact on water quality and safety, this is an excellent opportunity to grow your career.
Detailed Role Responsibilities
Customer Technical Support
• Provide first-level technical support by phone, email, and CRM-based case management for UV systems, filtration products, accessories, and related applications.
• Guide customers through system sizing, product selection, installation, startup, operation, maintenance, alarm diagnosis, and replacement part identification.
• Use active listening, empathy, clear communication, and appropriate follow-up to deliver a professional and reassuring customer experience.
Troubleshooting and Case Resolution
• Apply established diagnostic tools, technical documentation, product knowledge, and structured troubleshooting methods to isolate and resolve technical issues.
• Escalate complex product, application, quality, or safety concerns to the appropriate internal function and remain engaged through resolution.
• Document customer interactions, technical findings, actions, and resolutions accurately in CRM and ERP systems.
Cross-functional and Channel Support
• Collaborate with Engineering, Quality, Product Management, Supply Chain, Customer Care, Marketing, Sales, and channel partners to resolve customer needs.
• Provide technical consultation and application guidance to distributors, dealers, service partners, Sales, and other internal stakeholders.
• Coordinate requests across functions while maintaining clear ownership, communication, and customer focus.
Warranty and Order Support
• Provide technical assessment, product identification, and troubleshooting information to support warranty, return, replacement, or order-related decisions.
• Partner with the Warranty Coordinator on cases requiring warranty administration, RGA processing, credits, replacements, or transactional order entry.
• Perform limited order-entry activities only when required to support an urgent technical resolution or established departmental process.
Knowledge, Training, and Continuous Improvement
• Create and maintain technical documentation, knowledge articles, FAQs, troubleshooting guides, and internal support resources.
• Identify recurring customer issues and communicate trends and insights to support product quality, service improvement, and corrective action.
• Participate in product training, team meetings, change initiatives, and continuous learning to maintain current technical expertise and improve support practices.
Desired Behaviors and Qualifications
I. Veralto Core Behaviors
• Apply Insights - Listen to stakeholders, apply critical thinking, and cultivate breakthrough operational results.
• Instill Trust - Act with integrity, transparency, and accountability.
• Deliver Results - Translate strategy into execution, champion continuous improvement, and drive sustainable outcomes.
• Win as a Team - Promote collaboration, empower diverse perspectives, and foster inclusion and well-being.
II. Role-Specific Behaviors
• Customer focused: Takes ownership of the customer experience and works toward accurate, timely, and comprehensive resolution.
• Analytical: Uses structured troubleshooting, technical evidence, and sound judgment to isolate root causes and determine next steps.
• Adaptable: Adjusts approaches as products, priorities, tools, and processes change