Hvac Technical Support Specialist

HVAC TECHNICAL SUPPORT SPECIALIST - DCT
JOB SUMMARY:
This position is primarily concerned with meeting the expectations of our customers through answering technical inquiries regarding Data Center Cooling products. Inquires may be from the telephone or via forms from web inquiries. Product knowledge from the HVACR field including, electrical, mechanical, and controls experience are helpful in the resolution of problems and training customers about the proper operation and principles of operation. Technical Support will work with customers before a warranty remedy is provided by the parts group or field technician support is coordinated. Position requires coordination with other departments within the Data Center Business Area in a comprehensive approach at building and maintaining successful relationships with Munters customers.
ESSENTIAL FUNCTIONS:

• Provide telephone coverage for incoming technical questions and product problems from customers and field service technicians.
• Monitor the service request database to respond to service calls received by the call center and work with customers to resolve issues.
• If necessary on occasion visit a customer site to assist field service technician service visits when the situation demands it
• Knowledge of BOM structures, PLC programming practices, Wiring Schematics, and HVAC controls
• Prepare warranty parts approval requests with an extremely high level of accuracy
• Promote Service during conversations with parts customers and actively promote service sales through warranty expiration letters and other marketing channels
• Promote sale of retrofit solutions by listening to customer
• Remain involved in seeking out product improvements that will lead to production enhancements and/or retrofit opportunities, provide input to customer complaints system and other corrective action vehicles
• Provide parts sold information to techs on a monthly basis to promote overall service

ADDITIONAL RESPONSIBILITIES:

• Handles all other requests from management on a timely basis
• May be asked to be on-call on an alternating basis and respond to customers' needs as required
• Understand that Field Service's major role is one of instant response to customers' needs, and focus as part of a team to make us available at all times to all of our customers' needs, urgent or otherwise

JOB QUALIFICATIONS:

• High school diploma
• Strong verbal communication skills
• Ability to multitask,
• Customer focus
• Computer skills with Visibility and database, word processing, and spreadsheets
• Marketing skills and Organizational skills
• Ability to stay with an issue through its successful resolution
• Extensive familiarity with Commercial and Industrial DH products.
• Background in Electrical, Mechanical or HVAC equipment and or troubleshooting.

PHYSICAL REQUIREMENTS:

• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data, viewing computer terminal, expansive reading, etc.
• The worker is not substantially exposed to adverse environmental conditions.

BENEFITS:

• Medical, dental and vision
• 401K
• PTO
• Referral bonuses

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
All offers are contingent on a pre-employment drug test and background check.