Full-Time Technical Support Specialist

• Answering technical inquiries regarding Data Center Cooling products.
• 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.
• 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 customers.
• 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.

• 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

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