Full-Time Level II Technical Support (residential HVAC)

As a Level II technical support within our Ducted Systems business, you will work with independent distributors and factory branches focused on Residential products, equipment, applications, and customer satisfaction.

This role is a key line of support for our customers and will be involved with the distributor, dealer and warranty personnel to provide that support. You will also have a full understanding of our products, the distribution channel partnership, and our business goals and strategies.

Deliver support to assigned distributor partners related to factory quality concerns with specific process, procedures and product training through product management, technical services, and DS Academy team

Delivers and documents technical support solution on issues and escalates as necessary. Provides solutions to diverse technical problems and applications relating to digital control and building automation systems. Manages customer complaints and inquiries.

What we look for:

• Minimum High school diploma or GED and relevant technical experience
• Minimum 5 years in field service, sales, product engineering and/or related role.
• Minimum of 5 years' experience in a training role related to HVAC.
• Minimum of 5 years' experience in equipment selection and application, installation requirements, service and troubleshooting processes
• Demonstrated ability to communicate effectively across all levels of the organization, including presenting to groups and facilitating cross-functional discussions.
• Demonstrated ability with problem resolution skills, customer relationship management, meeting facilitation and management.

Preferred:

• Knowledge and experience with SAP, Salesforce and SAAS systems
• Experience implementing new technologies supporting technical services e.g. virtual support, instant messaging, training programs.
• Minimum experience of 5 years in technical services or call center software implementation roles.
• Strong and well-rounded business knowledge should include understanding of engineering, manufacturing, distribution channels, quality, financial, and information technology concepts
• Support key KPI tracking and improvement of Technical Services contact center activity.

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