Technical Support Associate - HVAC/R

Description

• Research and identify solutions to various problems related to energy-saving solutions including but not limited to HVAC systems, refrigeration systems, metering, etc.
• Track customer issues through to resolution, within agreed time limits
• Follow up with clients to ensure their equipment is fully functional after troubleshooting
• Communicate with clients and 3rd party vendors through a series of actions, either via phone, email, or chat application
• Provide prompt and accurate feedback to customers
• Deliver training to vendors on systems, processes, and technologies
• Document technical knowledge in the form of notes and manuals
• Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
• Prioritize and manage several open issues at one time
• Ensure all issues are properly logged
• Prepare accurate and timely reports

Requirements

• Hands on field experience with HVAC, refrigeration, and electrical systems
• 15% travel may be required
• Professional written and interpersonal skills are essential when communicating with customers and clients
• Ability to prioritize and manage several milestones and projects efficiently
• Creative problem solver with the ability to multi-task and provide excellent customer service
• Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
• Industry-specific certification in HVAC, Refrigeration or Electrical preferred
• Strong troubleshooting and organizational skills
• 5+ years of relevant experience in a customer focused position involving technical knowledge of a company's products and services.
• Extensive experience working with different operating systems including Windows.

Benefits

• Opportunity to work as part of a team that values its members and works together to achieve positive change.
• Full benefits package including medical, dental, vison, 401K, life insurance, and disability insurance
• Flexible hours required as field crews' schedules will vary and include some weekend and late night work.
• Career advancement opportunities in a fast-growing, supportive company environment
• Competitive pay

Training + Development

Interview process

Visa Sponsorship

Security clearance