A. O. Smith Corporation is a global water technology and manufacturing company with more than 150 years of history and over 12,000 team members providing water heating and water treatment solutions. Headquartered in Milwaukee, Wisconsin, the company operates across North America, Europe, and Asia, with sales and distribution in more than 60 countries. A. O. Smith is recognized for applying innovative and energy-efficient technologies to products marketed worldwide. The organization continues to grow through new product development, global expansion, strategic acquisitions, and partnerships. Team members benefit from working in a stable, forward-looking company committed to innovation and sustainability.

PRIMARY FUNCTION:

Service Advisors (Bilingual) are responsible for providing comprehensive, technical, hot line customer support to external French and English Customers.

RESPONSIBILITIES

- Provide customer feedback to technical emails in a timely manner.
- Provide part numbers to customer based on serial numbers provided.
- Troubleshoot and diagnose water heater issues based on information provided by the caller.
- Dispatch service providers (contractors) when required.




- Communicate across departments and throughout the organization.
- Validate warranty eligibility based on serial numbers.

BASIC QUALIFICIATIONS:

- Highschool diploma (post-secondary an asset)
- Must be fluent in French (written and spoken)

ADDITIONAL QUALIFICATIONS:

1. Demonstrated passion and aptitude for technical work.
2. Possess a sound knowledge of customer service experience.
3. Knowledge of Microsoft Office.
4. Highly effective listening skills.
5. Ability to diagnose an operating problem by effectively collecting information about the installation and physical environment.
6. Detail oriented, must keep good records of conversations and capture the information in Salesforce.
7. Excellent time management skills with the ability to multi-task.
8. Effective call management skills and the ability to diffuse irate customers.
9. Patient, tolerant, positive sense of humor, slow to anger, action oriented, goal driven, can be diplomatic and firm when necessary.
10. Knowledge of water heaters and their operation an asset.
11. Ability to read wiring drawings an asset.

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📌 Service Advisor - Bilingual (Fergus)
🏢 A. O. Smith
📍 Fergus