Technical Service Rep

POSITION SUMMARY

This position is responsible for providing HVAC technical service and support to customers. The overall goal is to identify and eliminate causes of equipment nuisances and failures and provide support by phone and email, to assist contractors and dealers in solving installation, performance, or operational problems.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
 

Essential Functions Statement(s)

·         Technical support call center – commercial and residential

·         Phone support to ClimateMaster customers to assess operational issues and resolve problems for which ClimateMaster is responsible

·         Be the go-to source of all ClimateMaster specific unit information, troubleshooting techniques, and good industry standards and practices for refrigerant-circuit and mechanical issues

·         Ability to create detailed, grammatically correct notes in the call log of support provided to customers

·         Interface/interact as necessary with field personnel, customers, engineering, and customer experience during problem assessment and resolution

·         Provide on-site direction to personnel at job site locations when performing rework of product or setup of product

·         Complete failure investigations and serve as a resource for listening to the voice of the customer

·         Work through standard or ad hoc investigative sequences to arrive at issues or causes and provide remedies as needed

·         Initiate help desk tickets to resolve IT issues with manufacturing systems

·         Support Plant and Field Quality initiatives and projects

·         Provide support for Technical Services and Engineering concerning problem identification and elimination

Escalate calls as necessary to a direct manager or field support

SKILLS & ABILITIES

Education and Experience: Completion of an approved HVAC/R apprenticeship earning an industry-recognized Journey-level Certification or post-secondary education (technical training and/or business/management courses) and training; Universal EPA Certification is preferred. Minimum of associate degree or equivalent combination of education and experience is required.

Computer Skills:  Proficient with Microsoft Office applications.

Certificates & Licenses: An HVAC mechanical license is preferred but not required.

Other Requirements: Knowledge of UL, NFPA, CE, and CSA is preferred. Bilingualism (Spanish or French) is preferred.