Customer Service Technician - National Accoun

About the Role

RAE Corporation is a leading provider of innovative HVAC solutions, dedicated to delivering unparalleled quality and customer satisfaction. The Customer Service Technician- National Accounts is responsible for the on-site startup and service of our National Account products and services, including providing technical support via phone or email to assist customers in troubleshooting equipment in the field. Individuals must be at least 21 years old to be eligible for this position.

Responsibilities

• Field Service & Technical Support
  • Troubleshoot equipment by observing operation, using precision gauges and testing instruments.
  • Diagnose and resolve technical issues via phone or email using schematics, testing documentation, and other available resources.
  • Provide warranty data and guidelines to customers.
  • Follow service department procedures for warranty claims, troubleshooting, and documentation.
  • Maintain accurate records of repairs, replacements, and causes of malfunctions.
  • Provide clear, accurate, and timely communication to customers regarding field issues.
• Equipment Maintenance & Installation
  • Test lines, components, and connections for leaks.
  • Dismantle and repair malfunctioning systems using electrical, mechanical, and pneumatic testing equipment.
  • Adjust or replace worn or defective mechanisms and parts, and reassemble systems.
  • Read blueprints to determine the location, size, and type of components needed for refrigeration systems.
  • Install wiring, expansion, and control valves, using tools such as acetylene torches and wrenches.
  • Mount compressors, condensers, and other components using hand tools and welding equipment.
  • Perform mechanical overhauls and refrigerant reclaiming.
  • Fabricate and assemble structural components using hand tools, power tools, and welding equipment.
  • Cut, bend, and connect pipes to functional components.
  • Adjust valves and charge systems with the proper refrigerant type.
  • Insulate system shells and cabinets as required.
• Customer Service & Communication
  • Travel to job sites, assess conditions, and provide recommendations for corrective actions.
  • Resolve product or service issues by identifying the root cause, determining solutions, and implementing corrective actions.
  • Communicate with customers, contractors, engineering, and service teams to resolve field issues effectively.
  • Provide service and start-up information by answering questions critical to equipment performance.
• Compliance & Safety
  • Maintain a safe and clean working environment by following procedures, rules, and regulations.
  • Comply with government regulations, company policies, and procedures.
  • Complete additional tasks as directed by the supervisor.

Qualifications

• Education & Experience
  • Associate’s Degree (two-year college or technical school) or equivalent job experience.
  • Minimum three years of experience in a related field.
• Skills
  • Proficiency in Microsoft Office (Excel, Word, Outlook, etc.).
  • Self-motivated with strong multitasking abilities.
  • Effective oral and written communication skills.
  • Ability to read a tape measure down to 1/16 of an inch.
• Certificates, Licenses, or Training
  • Valid driver’s license (required).
  • EPA Certification (preferred).
  • Mechanical Journeyman or NATE Certification (preferred).

Working Environment

• 50% of work is performed in a manufacturing environment with exposure to moving mechanical parts and vehicles.
• 50% of work involves travel to job sites for on-site equipment startup and service.
• Work settings vary and may include indoor/outdoor environments, extreme temperatures, and different locations.

Physical Demands

• Lift/Carry
  • 10 lbs. or less: Frequently
  • 11-20 lbs.: Frequently
  • 21-50 lbs.: Frequently
  • 51-100 lbs.: Frequently
  • Over 100 lbs.: Occasionally
• Push/Pull
  • 12 lbs. or less: Frequently
  • 13-25 lbs.: Frequently
  • 26-40 lbs.: Frequently
  • 41-100 lbs.: Occasionally
  • +100 lbs.: Occasionally
• Postures & Movements
  • Stand: Frequently
  • Walk: Frequently
  • Sit: Frequently
  • Handling/Fingering: Frequently
  • Reach Outward: Frequently
  • Reach Above Shoulder: Frequently
  • Climb: Occasionally
  • Crawl: Occasionally
  • Squat or Kneel: Frequently
  • Bend: Occasionally
  • Twist: Occasionally
• Other Physical Requirements: Auditory capabilities, visual & speech capabilities.

Benefits

• Health insurance
• Retirement savings plan
• Paid time off
• Professional development opportunities