Hvac Technical Support Advisor - Pittsburgh, Pa

Esteemed HVAC Technical Support Advisor!!!

Pittsburgh, PA

Compensation: $40,000 - $100,000 (based on expertise)

Are you a master of the HVAC trade and have a passion for leading the industry with technical knowledge? Do you specialize in Commercial Unitary and Applied? We are eager to put your mastery communications skills to work as a Technical Support Advisor!

Qualifications:

High school diploma or equivalent required. HVAC Technical certification required.

Minimum of 5 years employment in HVAC industry a must.

Experience in leading, guiding or completing service work required.

Must possess exceptional communication skills, be proficient with MS Office and be able to communicate effectively during tense situations under adverse conditions. Phone and Email skills must be polished enough to provide reassurance yet honed to the point of establishing facts without asking accusatory questions.

Ability to become (or be) a fast learner, to recognize scenarios and to combine what you read and hear with what you know and have experienced in order to be an effective and efficient problem solver. Position requires the ability to formulate concise and thoughtful responses when presented with emotional reactionary behavior.

Must be a highly motivated, self-starting problem solver that appreciates a steady flow of challenges.

Job Summary:

The Technical Support Advisor position reports directly to the Customer Assurance/Technical Support Manager and interacts with the entire sales chain from manufacturer through distribution to the dealer and the end user with respect to the application, installation, integration and operation of the equipment, parts and accessories that are sold and by Standard Air and Lite. The expectation is that these interactions are to be handled in a professional manner every time. Situations range from simple low-voltage thermostat wiring to a process cooling application startup. High level of technical training and support is required for this position.

Nature and Scope:

The Technical Support Advisor works under the direction of the Customer Assurance/ Technical Support Manager and must perform effectively as a team member of the Customer Service Department to accomplish the tasks at hand. The same expectation holds true for cross-departmental projects and tasks. This position also offers the unique opportunity to be placed in completely unfamiliar circumstances at a moment’s notice and requires the ability to remain focused while establishing an objective and keeping things moving in a positive direction.

Benefits:

• 2 weeks paid vacation
• 1 week paid sick time.
• Health insurance, company pays 80% of premium. HSA contribution by company $500 for single, $1000 for family.
• AFLAC program available for dental and vision
• Employee stock ownership program. 30 years as ESOP. Annual Contribution of stock.
• 401k program available.
• Hybrid Work eligible. 2 days a week.

Duties and responsibilities:

1. Technical Support

· Provides Technical Support to residential and commercial contractors via the telephone.

· Provides support to internal staff and colleagues relating to all Technical Support.

· Engages in requests for assistance sent via email.

· Assists warehouse personnel with the function of equipment damage assessment concerning:

• Incoming freight.
• Damage occurring while in our possession.
• Concealed damage.
• This involvement includes, but is not limited to:

Providing estimates for labor and materials that substantiate total reimbursement
by offending party and scrapping of damaged equipment

Providing estimates for labor and materials necessary to restore equipment to
new condition.

• In the case of equipment found to be damaged in our inventory:

Making certain that the integrity of the equipment has not been compromised
then performing enough work (with minimal investment) and selling as scratch &
dent.

Recovering refrigerant as required before scrapping of equipment.

• Establishes insight with respect to the operation and maintenance of the mechanical systems at the Crafton hub warehouse including the boiler/cooling tower loop and associated controls; the water source heat pumps served by this loop; (6) split systems; various electrical panels and power distribution system and general plumbing layout from the water meter to the sewage ejector pumps.
• Provides all Technical Support for servicing and replacing all in-house/onsite HVAC equipment within the Standard Air and Lite locations.

2. Customer Service

· Provides specific technical information related to all equipment.

· Answers all inquiries relating to all technical issues relating to all equipment sold by Standard Air & Lite.

· Executes directives relating to Carrier Service Manager Bulletins.

· Conducts job site visits on residential, commercial, and industrial applications.

· Job site visits are done to ensure that equipment is installed per manufacturers specifications and applied per manufacturers guidelines, recommending corrective action if these guidelines are not followed.

· Job site visits can include applied equipment main processor board reprogramming in critical cases where excessive downtime negatively affects production or impacts health care facilities.

· Efficiently and effectively conducts Q&A with technician to establish condition and operability of equipment when dealing with less than willing participants.

3. Technical Training

· Conducts all Residential Product Training for customer and dealer base including all general HVAC and product specific equipment.

· Communicates best practices for product installation and service, as well as, residential HVAC.

· Conducts on-site trainings as needed.

· Adheres to and supports all customer contracts and provides training relating to the contractual obligation.

· Outlines and plans for all distributor training based on outlined goals and expectations.

· Creates annual training calendar.

4. Warranty Support

· Assists warranty administrator with various procedures associated with warranty processing including, but not limited to:

o Physically handling claims and tagging the associated components.

o Performing root cause analysis on failed components as needed to substantiate (or negate) contractor back charges or to gain insight on trends we may recognize before it is acknowledged at the factory level.

· Conducts semi hermetic cast iron compressor teardowns on DOA or premature failures due to component high dollar value as well as high material handling costs.

· Assists in the preparation and shipping of failed parts that are specified for return to vendor as a condition of warranty eligibility.

· Enters cases in the Gateway database to document and provide visibility to both factory engineering and consumer relations at the manufacturer level.

5. General

· Gains continuous industry knowledge and education through reading, trainings, etc.

· Adheres to the policies and procedures of Standard Air and Lite.

· Works and collaborates with co-workers on a regular basis.

· Attends all training and educational opportunities as assigned by Customer Assurance/Technical Support Manager.

· Participates in all strategic planning as requested.

Job Factors

· High level of integrity and dependability with a strong sense of urgency and results-orientation.

· Ability to plan, organize and prioritize projects, tasks, and daily work.

· A high degree of verbal and written communication skills required.

· Ability to demonstrate effective interpersonal skills as well as sound judgment, professionalism, time management, confidentiality, and good decision-making skills.

· Must demonstrate discretion, integrity, patience, management of anger and stress, and fair-mindedness consistent with company standards, practices, policies, and procedures.

· Follows applicable company policies and procedures.

· Participates in the continual improvement of systems, processes, policies, procedures, and materials relating to the operation of the company.

· Maintains positive working relationships with all employees, management, clients, outsiders, and staff.

· Deals with outsiders on a regular basis on matters of importance.

If this gets your gears turning, join our team by clicking APPLY NOW!!!!