Customer Support Technician III

Maximize your potential. Minimize your footprint.

Nortek Data Center Cooling is a Madison Industries company. Madison Industries is one of the largest and most successful privately held companies in the world and has a robust portfolio of indoor air quality solutions. Madison builds entrepreneurially driven, branded market leaders that are committed to making the world safer, healthier and more productive by creating innovative solutions that deliver outstanding customer value.

At Nortek Data Center Cooling, we’re shaping the future by Creating a Better Tomorrow Every Day! We are a premier HVAC company offering energy efficient and sustainable products and solutions that exceed customer expectations through our employees’ commitment to quality, customer experience and operational excellence.

Nortek Data Center Cooling. is an equal employment opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, sexual orientation, gender identity, status as a qualified individual with a disability or any other characteristic protected by law.

Nortek Air Management and its divisions offer a comprehensive compensation and benefits package. Our benefits package includes Health, Dental, Vision, Life, STD, LTD, FSA, HAS and 401(k) Plan with company contributions. To apply, please visit our career site at www.nortekair.com/careers.

Other Benefits

• Making NexGen Products - Cooling the World’s Ever Expanding Data Centers
• Airconditioned work environment
• Benefits start day one
• 401K match
• First year, 4 weeks’ vacation (accrued)
  
  

What You Will Do

• Review schematic diagrams and related materials to determine best actions for troubleshooting.
• Provide exceptional customer service to enhance experiences with Data Center Cooling products and services.
• Collaborate with various departments including Engineering, Purchasing, Manufacturing, Shipping, Accounting, and Sales to ensure top-notch customer service.
• Monitor, assist, and report on issues across production, commissioning, and warranty phases.
• Handle incoming calls and emails with professionalism and enthusiasm.
• Serve as a technical resource for clients and field service personnel.
• Conduct training sessions for other personnel on technical knowledge related to work assignments, products, parts, and skills.
• Maintain technician LMS with administrational updates to keep field certifications relevant.
• Support materials warranty and service operations.
• Maintain up-to-date data and customer records in both Nortek and client systems.
• Translate customer requests for parts into valid part numbers for order entry.
• Complete any job-related tasks as directed by the Service/Parts Department Manager, including special projects.
• Provide superior customer service to both internal and external customers while maintaining a professional appearance and demeanor.
• Advise leadership regarding customer satisfaction, product performance, and suggestions for product improvements.
  
  

Requirements

• High school diploma
• Superior analytical skills and attention to detail
• Ability to read and interpret blueprints, plans, and manuals is a must
• Ability to support multiple teams across various data center projects
• Excellent customer service skills with desire to exceed internal and external customer expectations
• Ability to work autonomously and drive results across teams in a timely manner
• Impeccable organizational skills
• Proficient in MS Excel, PowerPoint, Outlook, Word
• Time management and completion of tasks to a definite deadline
• Strong communication skills with peers as well as clients, both oral as well as written
• Ability to travel on occasion
  
  

Preferred

• BA/BS Preferred
• Familiarity with BIM360 and/or Procore
• Previous experience with software, to include: Smartsheet, Infor/CSI, Autodesk Vault, Solid Works