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HVAC Technical Support Specialist
3 months ago
Job Overview:
As a Technical Support Specialist in the HVAC sector, you will play a crucial role in delivering remote assistance for the installation, operation, and maintenance of Trane/American Standard Unitary Commercial systems. Exceptional customer service and meticulous documentation of interactions are essential as you engage with both external clients and internal teams.
Key Responsibilities:
- Provide remote guidance to customers throughout the startup, operation, and troubleshooting of various HVAC products.
- Utilize a range of resources, including personal experience and technical literature, to identify the root cause of issues and recommend effective solutions.
- Make critical decisions regarding the allocation of company resources to resolve customer inquiries efficiently.
- Maintain strong relationships with manufacturing teams and field offices to enhance service delivery.
- Monitor incoming technical support requests during your shift and ensure timely communication with customers until their issues are resolved.
- Assess the skill level of customers seeking assistance to ensure their safety and appropriate guidance.
- Document all support activities following established procedures and maintain comprehensive records.
- Contribute as a subject matter expert by developing standard operating procedures and sharing solutions within the organization.
- Coordinate with internal teams on quality issues, design errors, and service alerts.
- Engage in New Product Introduction projects, focusing on serviceability aspects.
- Review warranty claims in relation to technical support history and provide recommendations for coverage.
- Leverage technical support data to implement problem-solving strategies aimed at reducing common failures.
- Create content for technical documentation and user guides based on your expertise.
Qualifications:
- Bilingual in French and English is required.
- Preferred experience of 10+ years in HVAC equipment servicing.
- Associates or Bachelor's degree in Engineering is advantageous but not mandatory.
- Professional training on various Trane products is preferred.
- Willingness to travel up to 10% of the time.
- Strong analytical skills to define problems, gather data, and draw conclusions.
- Understanding of temperature and pressure theories, along with basic electrical principles.
- Proficient in Microsoft Office and familiar with handheld devices.
- Experience managing support cases using Remedy software.
- Ability to perform physical tasks associated with HVAC service routines.
- Expertise in troubleshooting complex refrigeration and electrical systems.
- Stay updated on Trane Unitary Light Commercial products regarding installation and maintenance.
- Adaptability to prioritize multiple high-priority cases effectively.
- Flexibility to work extended hours when necessary.
- Ability to meet both short-term and long-term deadlines.
- Commitment to fulfilling the needs of both internal and external customers.
- Dependable and capable of functioning well in a team environment.
- Ability to manage stress while maintaining a positive demeanor.
- Demonstrated capacity for rational decision-making and sound judgment.
- Other duties as assigned.
We offer competitive compensation and a comprehensive benefits package. We are an equal opportunity employer, committed to diversity and inclusion in the workplace.
