The Boiler Technical Support Analystprovides advanced assistance to customers over the phone or through electronic communication in diagnosing and solving documented and undocumented service and installation issues; which may involve internal controls, external controls and integration with building automation systems.
This position will serve our Raypak Division, located in Fort Myers, FL. This open role is remote; however, our ideal candidate should reside in or near Fort Myers, FL. Ability to meet in person for trainings and meetings is required.
- RESPONSIBILITIES
- Provides verbal and written technical assistance to customers on product service, installation, repair and general product questions for complex multi-family and/or large scale commercial projects.
- Troubleshoots errors, diagnoses problems, explains and initiates repairs process.
- Explains and interprets warranty information to customers as they apply to products.
- Arranges for malfunctioning or defective items to be returned for repair or replacement.
- Uses computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, or determining warranty eligibility.
- Follow-up on calls to ensure resolution.
- Performs other duties as assigned.
QUALIFICATIONS
- 4-6 years Field service experience performing field wiring, programming, commissioning and integration of programmable logic controllers.
- 4-6 years Experience as a Technical Support Analyst or Authorizations Representative in insurance/manufacturing industry
- 2-4 years Customer service related experience in the insurance/manufacturing industry
- Excellent communication skills, written and verbal, with attention to detail and accuracy.
- Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
- Demonstrates ability to work well with others in a matrix team environment.
- Ability to read, write, and comprehend technical instructions, short correspondence, and memos.
- Ability to carry out instructions furnished in written, oral, or technical diagram form.
- Experience repairing or maintaining domestic hot water and/or hydronic heating systems.
- Must have excellent problem solving skills for technical products.
- Ability to support multiple products and prioritize multiple projects.
- Must be able to work weekends, staggered shifts, and holidays.
Preferred Qualifications
- Bilingual in Spanish preferred.
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