Technical Support Specialist I

Job Summary: Resolves warranty issues for units in the field working with sales representatives and/or service technicians (internal/contractor).

Essential Responsibilities/Activities:

• Assures adequate company commitment to jobs and customer relationships.
• Coordinates with the leadership projects which require field service technician(s) (internal/contractor).
• Explains control sequences for equipment operation to assist in troubleshooting.
• Interprets wiring diagrams over the telephone to help diagnose issues in the field.
• Meets and responds to customers, sales representatives, and vendors as necessary.
• Orders replacement parts.
• Resolves warranty issues for units in the field working with sales representatives, service techs (internal/contractor).
• Assesses the allowed cost to repay for authorized warranty work.
• Maintains a working knowledge of all customers and sales representatives.
• Develops and implements systems and procedures to maintain positive customer relations and ensures prompt and thorough resolution of customer inquiries, requests and complaints.
• Adheres to AAON warranty terms and conditions and provides final approval on warranty payables.
• Investigates potentially serious customer complaints to help remedy the situation and/or promptly implement corrective measures as required.
• Travels to correct field issues when HVAC National Field Technicians are unable to resolve issues in a timely manner.

Education and Experience Requirements:
High school diploma with a minimum of 3 years in the HVAC industry or equivalent industry experience. Associate degree in applied science or two-year technical degree preferred.

Essential Mental Functions:

• Communicates effectively in written and spoken form.
• Excellent interpersonal relationship skills.
• Exhibits good decision-making and analytical problem-solving abilities.
• Demonstrates strong multi-tasking capabilities and organizational skills.
• Works effectively in a team environment and in a fast-paced high-pressure environment.

Essential Physical Functions:

• Ability to lift up to 50 1bs.
• Ability to sit or stand for up to 95 percent of work hours.
• Work requires periodic visits to the manufacturing facility with seasonal hot and cold temperatures, dust, and some chemical fume exposure.

Disclaimer:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at a time with or without notice. This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. The company reserves the right to revise this job description at any time. The employee must be able to perform the essential functions of the position satisfactorily. If requested, reasonable accommodations may be made to enable employees with disabilities to perform the essential functions of the job, absent undue hardship.