General Description: Delivers technical support, warranty, and certification services to internal personnel and customers.
Technical Service
- Provides technical support to customers relating to product installation, troubleshooting, and/or manufacturer specific details via telephone or worksite visit, consistent with company policies and service standards.
- Identify product and technical issues and take action to include communicating to Technical Support and Training Manager and customers.
- Review and be aware ofTechnical Service Bulletins and other manufacturer communications
- Escalate technical issues to Technical Support and Training Manager
- Salesforce Record
- Create and update cases for all Technical calls, trainings, and visits
- Start-up assistance for 1st time installations for qualified dealers.
Sales Support
- Accompanies AMs to prospective customers to assist with technical sales when needed.
- Performs on site “on-boarding” presentations for newly signed dealers when necessary.
Customer Training and Certifications
- Deliver technical training and certification programs in support of HVAC’s annual plan.
- Coordinate training improvement plans with manager.
- Attends appropriate manufacturers’ technical training seminars
- Proctors NATE and EPA Reviews and Exams as necessary.
Warranty and Repairs
- Assists Warranty and Operations Administrator in resolving warranty labor issues.
- Assists in the evaluation and repair of defective/suspected defective equipment.
