Technical Support Associate - HVAC/R

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Requirements:

• Industry-specific certification in HVAC, Refrigeration, or Electrical preferred.
• Hands-on field experience with HVAC, refrigeration, and electrical systems.
• Strong troubleshooting and organizational skills.
• Creative problem solver with multitasking capabilities and excellent customer service skills.
• 5+ years of relevant experience in a customer-focused position involving technical knowledge.
• Professional written and interpersonal communication skills.
• Ability to prioritize and manage several milestones and projects efficiently.
• Extensive experience working with various operating systems including Windows.
• Time-management skills to establish reasonable and attainable deadlines.
• Flexibility to adapt to varied schedules, including weekends and late nights.
• 15% travel may be required.

Responsibilities:

• Research and identify solutions to various problems related to energy-saving solutions including HVAC systems and refrigeration.
• Track customer issues through to resolution within agreed time limits.
• Communicate with clients and third-party vendors via phone, email, or chat.
• Escalate unresolved issues to internal teams as necessary.
• Provide prompt and accurate feedback to customers and ensure all issues are logged.
• Prioritize and manage multiple open issues simultaneously.
• Follow up with clients to ensure equipment functionality post-troubleshooting.
• Prepare accurate and timely reports.
• Document technical knowledge in notes and manuals.
• Deliver training to vendors on systems and technologies.