HVAC Field Service Representative

Summary

The Field Service Representative is required to assist our American Standard Heating and Air customers and provide them with the necessary technical support to resolve their issues under the manufacturer’s warranty. The Field Service Representative will need to utilize their knowledge of air conditioning and refrigeration to properly provide this type of support.

Essential Duties and Responsibilities

• Provide technical product support via phone and/or on-site assistance as required for our dealers
• Support customers with technical questions regarding the American Standard Heating and Air line.  This includes: sizing, selection, troubleshooting, proper application support, system match-ups, parts identification and look-up, proper line-set sizing and wiring
• Provide effective and timely response to customer inquiries
• Communicate service bulletins and other essential information to our dealers on a timely basis
• Build and maintain a current database of our customers so that critical information can be effectively communicated 
• Provide product performance investigation and reporting of quality issues
• Perform warranty claims and other required processes so Northeastern Supply can recover costs when filing for warranty parts, labor claims, and system concessions
• Work with American Standard’s Warranty and Consumer Relations departments when necessary
• Provide support to internal staff as needed to secure sales and address post sale issues
• Attend necessary training classes to improve knowledge. Must have a willingness for business travel and overnight stays when required, for factory training, dealer training, and jobsite visits
• Communicate with supervisor on a regular basis to provide feedback on field quality issues that arise
• Must be flexible with working hours. Regular hours are from 7:00 a.m. – 5:00 p.m.; tech calls may occur after regular hours as well
• Occasional visits to job sites

• Adhere to the rules and regulations as set forth in the Employee Handbook
• Other duties as assigned

Qualifications

• High school diploma/GED required
• 3-5 years of experience in HVAC; or equivalent combination of education (Technical School) and experience
• Proven, detailed knowledge of HVAC products (American Standard/Trane technical experience preferred), with an emphasis on application principles, installation practices, diagnostics and service techniques
• Skilled in communicating with field technicians and business owners
• Capable of assessing technician needs based on phone calls
• Must have acquired or be willing to achieve NATE service level certification in heat pump, gas and air distribution specialties
• Strong consumer and customer relations background
• Skilled in use of negotiation principles
• Ability to easily switch between rapidly changing priorities
• Ability to professionally communicate with customers both verbally and in writing
• High degree of time management and organization required
• Strong trouble shooting skills
• Ability to identify the need for and the type of technical training based on differing markets
• Must possess a valid driver’s license with no major traffic violations
• You must have reliable transportation to get to and from work and occasionally to make jobsite visits
• Must be willing to get an EPA Certification
• Complete understanding of refrigerant circuits and basic electric
• Operating knowledge of Microsoft Office software and working proficiency with hand held computer (Smartphone, iPad)

Available Benefits

You will be eligible to participate in the Company’s benefits program on first of the month after 45 days of employment. This includes medical, dental, vision, short term disability, long term disability, life insurance, Flexible Spending Account (FSA) and 401(k) Plan. The medical, dental, and vision plans are offered for employees and their families.

Salary : $65,000 - $85,000