HVAC Technical Support (remote)

About the position

The position involves providing detailed technical support for HVAC Ducted customers, including distributors, dealers, and end users. The role focuses on financial disposition and approval of warranty concessions, ensuring customer satisfaction through effective communication and problem resolution.

Responsibilities

• Provide detailed technical support for the entire DS customer base on product offerings, both present and obsolete, via call center.
• Conduct financial review and disposition of warranty disputes and concessions.
• Monitor customer activity and develop/implement warranty reduction efforts.
• Act as a field technical liaison between Factory Quality, Manufacturing, Marketing, and Engineering product teams.
• Recognize field-reported product service issues and develop appropriate remedies.
• Resolve customer complaints in a timely and effective manner.
• Provide call center support and job site technical support as necessary to fulfill customer needs.

Requirements

• Technical Degree or equivalent combined education and experience.
• 3-5 years' experience in product service.
• Proficiency in a Windows operating environment, including e-mail and Microsoft Office software, and experience with AS400.
• Strong interpersonal skills and decision-making ability.
• Effective and professional communication and organization skills.

Benefits

• Competitive salary
• Paid vacation/holidays/sick time
• Comprehensive benefits package including 401K, medical, dental, and vision care.
• On the job/cross training opportunities
• Encouraging and collaborative team environment
• Dedication to safety through our Zero Harm policy