What are the responsibilities and job description for the HVAC Technical Support Specialist - Water Heater Diagnostics position at Bradford White?
Primary Function
The Services Technician will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support.
Responsibilities
The Services Technician will provide customer service and technical support on Bradford White water heating products to service technicians and homeowners in a fast-paced contact center environment. Service Technicians are responsible for ensuring customer satisfaction by providing trouble shooting guidance and installation support.
Responsibilities
- Support and assist in the processing of customer claims and ensuring delivery of the appropriate service solution
- Review service cases and make determination of any site-related or component-related problems
- Respond and process phone calls from end users, installing contractors, service and repair mechanics, wholesale/selling distributors, and field Sales Representatives regarding technical questions and issues
- Defuse and resolve more difficult and challenging technical issues
- 3-5 years of experience in a customer service role
- High school diploma or equivalent; Associates degree or technical certification in HVAC or Plumbing desirable
- Technical troubleshooting aptitude required
- Comfortable in a fast-paced contact center environment
- Installation and servicing of plumbing and HVAC/R products preferred
- Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred
- Strong verbal and written communications skills
- Experience with escalation resolution
- Ability to work in a collaborative environment and independently