HVAC Customer Service Technician

Job Description

Job Description

We have an immediate need for a HVAC Customer Service Technician position for a premier service company in Greenville, Michigan. This position involves supporting customers and service dealerships over the phone to help support their questions.

BASIC FUNCTION: To provide continuous telephone and e-mail support for technical and warranty service-related issues for our customers (end-users, dealers, distributors, and service centers).

ESSENTIAL DUTIES:

• Provide diagnostic resolution to service issues in the field.
• Capture service call information and perform associated tasks resulting from these calls.
• Communicate company warranty and repair policies.
• Respond to requests pertaining to both service and public website.
• Provide service support for manufacturing, purchasing, and engineering.
• Daily communication with the Technical Support Leader.
• Responsible for navigating through the company data and service base system and accessing technical information.
• Order Entry.
• Provide help to locate service agents and distributors online.
• Performs other duties as assigned.
• Occasionally, repair appliances in the home, lab, or dealer store as required.
• Performs other duties as assigned.

QUALIFICATIONS:

• Degree in HVAC with emphasis on refrigeration preferred.
• Experience in field service – an asset would be experienced with gas, electric, or wood-burning appliances (ranges, refrigerators, dishwashers)
• Experience with working with a database management system and customer service.
• Proficient diagnostic and problem-solving abilities.
• Phone etiquette skills and experience with answering inquiries by email.
• Ability to communicate detail verbally and/or in written form
• Strive for continuous improvement in customer service and company goals.
• Technical skills to support problem resolution with Service Company.
• MS Office Suite (Word, Excel), Outlook.
• Ability to work shifts and hours mandated by management and to pass a drug screen