Key Responsibilities:
- Technical Assistance: Provide comprehensive support for their products, including troubleshooting and diagnosing issues via phone, email.
- Customer Interaction: Engage with customers and field technicians to understand their issues, offer solutions, and ensure the resolution of problems.
- Product Knowledge: Stay up to date with the latest products, and industry trends to provide accurate and relevant support.
- Training and Support: Assist in the training and onboarding of new technicians or support staff on products.
- Collaboration: Work closely with other departments to address and resolve customer and technical issues.
- Quality Assurance: Ensure that all support provided meets company standards and customer expectations for quality and professionalism.
- Education: High school diploma or equivalent required; technical diploma or degree in HVAC technology, mechanical engineering, or a related field preferred.
- Experience: Minimum of 3 years of experience in HVAC technical support or a similar role, with hands-on experience in diagnosing and repairing HVAC systems.
- Certifications: Relevant HVAC certifications (e.g., EPA Certification) preferred.
- Strong technical knowledge of HVAC systems, components, and troubleshooting techniques.
- Excellent communication skills with the ability to convey technical information to non-technical audiences.
- Proficiency in using support software and tools.
- Strong problem-solving skills and attention to detail.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
