Note: MUST reside in DC, Maryland, or Northern Virginia. This is a remote position, with a preference for candidates located in or near Frederick, MD. Candidates in the larger DMV (DC, Maryland, Northern Virginia) area will also be considered and are encouraged to apply.
Summary:
Under the direction of the Tech Support Manager, the applicant must become a recognized subject matter expert for all the company’s product lines. The primary job responsibilities include providing direct technical assistance via telephone or e-mail for the corporate office in Frederick, Maryland. Applicant must promote a congenial and professional atmosphere when dealing with sales representatives, other team members, customers, and vendors.
Essential Duties and Responsibilities:
- Provide technical support for all product lines offered by the company
- Serve as the initial point of contact for customer technical support requests
- Appropriately bring technical issues to other departments within the company
- Document all activities in the established databases and applicable forms
- Perform research for all service tickets to ensure accurate resolutions are provided
- Escalate difficult situations quickly and provide recommendations to the leadership team
- Provide customer feedback to the Engineering and Quality Assurance teams in support of continuous improvement efforts
- Support training and field service activities as required
- Must be self-motivated and have a desire to learn about our products and our industry
- Must be a self-starter and require limited direct supervision
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education/Experience:
- H.S Diploma/G.E.D and 1-2 years trade school in HVAC/R or related areas
- 3 or more years of experience as a service technician in the HVAC/R industry
Certificates, Licenses, Registrations:
- Type II EPA certification for the handling and reclamation of refrigerants
Skills:
- Ability to read and understand English instructions
- Good oral and written communication skills
- Must be able to technically communicate (verbal and written) to individuals with varying levels of HVAC understanding
- Bilingual preferred, but not required (Spanish, German, French, or Italian is a plus)
- Proficient in Microsoft Office Software
- Familiar with BMS Controls (BACnet & Modbus RTU)
- Must be able to read electrical schematics, wiring diagrams, controls diagrams, and piping diagrams
- Must be able to read and understand equipment and performance specifications
- Must be able to read and understand sales order documentation and sales transmittals
- Must be able to read electrical meters and HVAC-specific tools/equipment
- Must be proficient in the use of a PC and mobile digital devices such as a smartphone and/or tablet computer
