Lead Customer Engineer & Trainer - HVAC Systems

$77,000 - $95,000/Yr

Gradient - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

The Lead Customer Engineer & Trainer at Gradient is responsible for providing exceptional customer support and technical assistance for HVAC systems, specifically focusing on heat pump technology. This role involves direct interaction with customers in NYC and the Northeast, troubleshooting issues, conducting training, and collaborating with internal teams to enhance product offerings and customer experience. The position emphasizes continuous learning and adaptation to new technologies while contributing to the company's mission of promoting sustainable living.

Responsibilities

• Provide exceptional customer support by addressing inquiries, troubleshooting technical issues, and resolving problems efficiently both onsite and remotely.
• Develop expertise in heat pump systems, wireless technologies, hardware, and controls to assist customers with their specific needs.
• Troubleshoot and diagnose issues related to Gradient systems, hardware installations, controls, and functionality.
• Provide step-by-step guidance to customers and escalate complex problems to engineering teams.
• Adapt quickly to changing technologies, processes, and customer requirements.
• Assist customers with billing, warranty claims, part replacements, and other account-related tasks.
• Collaborate with internal teams to coordinate issue resolution and provide feedback to improve products and services.
• Perform repairs, replacements, and quality control checks.
• Demonstrate in-depth knowledge of product offerings, including technology, functionality, and compatibility.
• Conduct hands-on training for contractors and technicians.
• Ability and desire to grow and help shape the Field Service function.

Requirements

• 5+ years of hands on experience in a technical support role
• Previous experience in a customer facing role is preferred
• Exceptional verbal and written skills to explain complex technical concepts to customers with empathy and clarity
• Strong analytical and problem-solving skills to troubleshoot technical issues, identify root causes, and propose effective solutions
• Excellent organizational and time management skills to handle multiple customer inquiries and prioritize tasks effectively
• Ability to adapt quickly to changing technologies, processes, and customer needs
• Willingness to continuously learn and upgrade skills.

Nice-to-haves

• Familiarity with IoT integration
• Strong problem-solving and troubleshooting abilities
• Experience with hardware troubleshooting.

Benefits

• Equity
• Medical/vision/dental/life/disability insurance
• 401k
• Paid parental leave
• Professional Development Stipend
• Flexible PTO