In this position as Advance Technical Support you will be providing technical support for the startup, operation, and service of American Standard and other HVAC equipment. This will include support via phone and on-site. Excellent customer service skills and documentation of work performed are required when communicating with our external and internal customers, technicians and administrators. As an Advance Technical Support Product Specialist, you will be able to assist customers in the troubleshooting process utilizing knowledge of various HVAC systems. Specialists in this role must have vast field experience, giving them the knowledge required to remotely guide customers through equipment and describe to them what they are seeing, keep that customer safe by evaluating their skill level, and can confidently determine the best course of action. Will need to demonstrate ability to apply basic electrical theory, knowledge of unit level controls, airflow dynamics, and basic refrigeration theory as well as their field experience.
Responsibilities:
- Responsible for assisting customers remotely through the startup, operation, and diagnosis/troubleshooting on a wide variety of HVAC products.
- Uses a variety of resources (experience, literature, people, and problem solving skills) to remotely determine the root cause of an issue and determine the best course of action with the goal of putting the customer first.
- Diligently monitors inbound technical support requests and stays in constant contact with those customers until their issues are resolved.
- Responsible for determining the experience level of customers requesting assistance, ensuring they stay safe and are not asked to perform beyond their means.
- Documents work by following pre-defined procedures and completing documentation of support given.
- As a subject matter expert, creates standard work and documents solutions that can be shared internally and externally across the company.
- Responsible for coordination with internal teams concerning quality escapes, design errors, and Service Alerts or Bulletins.
- Applies their expertise with equipment to create content for technical literature and end-user equipment startup guides.
- Conduct training classes for internal and external customers.
- 5+ years of experience required in servicing HVAC equipment and systems.
- Professionally trained on various American Standard equipment preferred.
- Ability to travel up to 10%.
- Ability to define problems, collect data, establishes facts, and draw valid conclusions.
- Ability to understand and apply temperature and pressure theories as well and basic electrical theories and application.
- Operating knowledge of Microsoft office software, Remedy Software and working proficiency with handheld computer (i.e. Smartphone, iPad).
- The employee must be able to meet the physical demands of typical HVAC equipment service routines.
- Excellent written and verbal communication.
- Ability to troubleshoot complex refrigeration and electrical systems.
- Keeps current on HVAC products concerning installation, operation, maintenance, service, and repair.
- Adaptable and possesses the ability to prioritize multiple high-priority customer cases.
- Flexibility to work extended hours on occasion.
- Demonstrate ability to cope with stress and maintain a pleasant and cooperative temperament with internal and external customers.
