What you will do:
•The Technical Support will provide remote technical support on VRF products to the Customers in a consistent manner across all product offerings with the clear goal to achieve a special technical support. •The role is accountable for positioning our company as a leader in providing reliable Technical Support in a way that makes it easy for our customers to work well with us. •The role will also include doing rework on returned units by pulling parts as needed.
How you will do it!
•VRF & Ductless troubleshooting
•Provide prompt responses to calls coming into technical support.
•Provide professional responses to emails as they come in.
•Keep track of new product documentation to support customers
•Assist reps, distributors, and contractors with solving technical issues.
•Log calls and incidents into the salesforce module to track information by customer.
•Upon request, provide information such as manuals, wiring diagrams, clearances, piping recommendations based on piping rules, or any other information as published by client .
•Assist with RTSM onsite request for site visits.
•Follow up with customers to ensure the job site is complete after recommendations have been given.
•Help customers commission job sites and controls.
•Help explain control-based questions and commissioning of those controls.
•Pull parts from units in the warehouse as well as do rework as needed.
Knowledge of the following:
•Interpreting wiring diagrams
•Interpreting refrigerant flow charts
•Logging customer and jobsite info in salesforce
•Reading and analyzing service checker data
Day-to-Day Responsibilities:
•Field incoming calls and troubleshoot technical issues via computer/phone.
•Coordinate with on-site technicians to diagnose and resolve problems.
•When required, perform hands-on HVAC tasks at our warehouse until completion.
•Work remotely for call-based support; on-site presence at the warehouse if dedicated workspace is available.
What we look for:
Required
•University or Technical degree
•3–5 years as an HVAC technician, with hands-on VRF installation, maintenance and troubleshooting.
•Data entry experience
•EPA Universal Certified
•Strong written and oral communications
•Critical thinking and problem solving
•Proficiency in handling multi-task projects
Preferred
•6 years’ experience as a field technician
|