Customer Service Field Technician

Company BackgroundAquaria's mission is to safeguard and unlock a sustainable future for clean water.Aquaria has created proprietary technology that harvests clean water from the air for entire communities. We envision a future where Aquaria can sustainably supply entire cities with energy from the sun and water from the air.Disruptions to clean water access are among the main ways we suffer from the effects of climate change, and access to clean water remains one of the most pressing global challenges. Today, more than 2 billion people lack access to safely managed drinking water services, and this problem is worsening.Aquaria is backed by top Silicon Valley investors, including Softbank Mistletoe, Soma Capital, Bow Capital, Ciri Ventures, HF0, and former House Majority Leader Dick Gephardt. Aquaria was part of the 2023 Fast Co. World Changing Company of the Year award in multiple categories.Position OverviewAquaria is hiring our first Customer Service Field Technician (CSFT) in the Austin area to be the front line of technical and customer support for our atmospheric water generators. You'll split time between hands-on field work (diagnostics, repairs, installs, and post-sale service visits) and remote support (triaging inbound requests, creating tickets, troubleshooting, and scheduling by priority). You'll become an expert in the technical anatomy and proper installation of Aquaria AWGs, ensuring every interaction delivers a high-quality customer experience. Beyond day-to-day service, you'll help scale our playbooks—capturing fixes, improving internal/customer-facing documentation, and sharpening processes. As we grow, you'll also support pre-sales site surveys and installations, partnering closely with the Technical Customer Success Manager to reduce reactive workload and keep customers up and running. Comfort using modern tools (including AI within the workflow) to diagnose, document, and communicate is essential.Key ResponsibilitiesCustomer Support & Technical ServiceServe as the primary point of contact for inbound technical support calls and service requestsManage a schedule of on-site customer visits to perform routine preventative maintenanceProvide remote and on-site troubleshooting for Aquaria units and discern when each is necessaryDiagnose and resolve mechanical, electrical, and water system issues efficiently and professionallyEnsure timely communication and follow-up with customers throughout the service processDocument customer issues accurately in the service ticketing system and maintain detailed case recordsDetermine when is appropriate to take a customer inquiry workflow from intake to completion or escalate to the Customer Success Manager when appropriateInstallation & Pre-Sales CoordinationConduct pre-sale site surveys to evaluate location readiness, electrical access, water drainage, and environmental suitabilityAttend installation visits to verify setup quality, ensure installation standards are met, and report back any field issuesCollaborate with internal teams (Sales, Operations, and Product/ Engineering) to ensure seamless handoffs between pre-sale, installation, and post-sale support stagesProvide installation feedback that influences product design and setup proceduresContinuous Improvement & Knowledge SharingActively contribute to the creation of technical documentation, video tutorials, and training resourcesShare field insights that inform product improvements and future releasesParticipate in building a scalable service model by helping to refine SOPs, workflows, and troubleshooting guidesSupport training efforts for new employees and partners on installation and maintenance best practicesRequirementsTechnical degree, trade certification, or equivalent hands-on experience in HVAC, electrical, mechanical, or plumbing workAdeptness in navigating and using standard computer technologies and learning new software. The ability to use ChatGPT as a standard part of your workflow is a mustAn adequate set of tools and reliable vehicleComfortable troubleshooting hardware and understanding system diagramsStrong interpersonal and communication skills with a professional, customer-centric approachBased in or around Austin, TexasActive, valid Driver's LicenseBenefitsOT eligibilityMileage/vehicle stipendTools/PPETraining time paid