HVAC Technical Support Analyst II
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Job Description
HVAC Technical Support Analyst providing technical advice to sales reps and customers about HVAC equipment. Manages casework and promotes resources in a fast-paced environment.
Responsibilities:
- Provide intermediate level HVAC technical support to sales representatives, customers and service groups
- Manages large amounts of incoming calls and emails
- Promptly and accurately enters all incoming requests within Salesforce CRM
- Maintains communication records, necessary paperwork within Salesforce
- Reflect correct customer and case details with up-to-date information
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Identify and assess customers’ needs to achieve satisfaction and takes the extra mile to engage customers
- Communicates problem areas to the appropriate parties as the need arises to ensure that problems or possible problems are surfaced, and corrective action taken in a timely manner
- Provides information to customers on an on-going basis to answer questions or provide information with respect to their case status
- Provide weekly and daily updates and reports of cases status and group metrics
- Provides authorizations for parts warranty request upon identifying quality related opportunities
- Conducts training sessions in a formal classroom or on the job site on product application, operation and maintenance
- Consults and collaborates with Engineering and Manufacturing on quality and product design improvements
- May provide coaching, and/or mentoring to a subordinate group or staff member
- Write service literature, including flow charts and create micro videos
- Works closely with Manager on metrics, service opportunities, and manuals
Requirements:
- Associates degree or higher - preferably in HVAC or mechanical engineering-related discipline
- 5+ Years of commercial HVAC experience
- Knowledge of commercial HVAC and refrigeration systems
- Proficiency in the MS Office Suite (Outlook, Word, PowerPoint and Excel)
- Outstanding relationship management and interpersonal skills
Benefits:
- Medical/Dental/Vision coverage
- PTO
- 401K match
- Support for community involvement
- Tuition Reimbursement after 6 months of continuous service
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