HVAC Technical Service Rep

Essential Functions

• Technical support call center – commercial and residential
• Phone support to ClimateMaster customers to assess operational issues and resolve problems for which ClimateMaster is responsible
• Be the go-to source of all ClimateMaster specific unit information, troubleshooting techniques, and good industry standards and practices for refrigerant-circuit and mechanical issues
• Create detailed, grammatically correct notes in the call log of support provided to customers
• Interface/interact as necessary with field personnel, customers, engineering, and customer experience during problem assessment and resolution
• Provide on-site direction to personnel at job site locations when performing rework of product or setup of product
• Complete failure investigations and serve as a resource for listening to the voice of the customer
• Work through standard or ad hoc investigative sequences to arrive at issues or causes and provide remedies as needed
• Initiate help desk tickets to resolve IT issues with manufacturing systems
• Support Plant and Field Quality initiatives and projects
• Provide support for Technical Services and Engineering concerning problem identification and elimination

Skills & Abilities

• Education and Experience: Completion of an approved HVAC/R apprenticeship earning an industry-recognized Journey-level Certification or post-secondary education (technical training and/or business/management courses) and training; Universal EPA Certification is preferred.
• Minimum of associate degree or equivalent combination of education and experience is required.
• Computer Skills: Proficient with Microsoft Office applications.
• Certificates & Licenses: An HVAC mechanical license is preferred but not required.
• Other Requirements: Knowledge of UL, NFPA, CE, and CSA is preferred. Bilingualism (Spanish or French) is preferred.