Service Technician (HVAC)

Primary Function:

The Service Technician will provide customer service and technical support on water heating products to service technicians 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

Job Requirements:

• 3-5 years of experience in a customer service
• Comfortable in a fast-paced contact center environment
• Installation and servicing of plumbing and HVAC products is ideal, but not required
• Familiar with common practices and terminology in the field of HVAC/Plumbing services preferred
• High school diploma or equivalent; Associates degree or technical certification in HVAC or Plumbing desirable
• Strong verbal and written communications skills
• Experience with escalation resolution
• Ability to work in a collaborative environment and independently