Technical Service Support
SPX Technologies · East Stroudsburg, PA · 3 wk ago
Information TechnologyFull-time
We need to output HTML fragment with sections: headings using for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections that have real specific content. The posting includes: About the role? There's a description at top: "Building the people that build the world..." That's about company and role? Could be "About the role" or "Job Summary". The heading "How You Will Make An Impact (Job Summary)" is present. We could treat that as About the role. Use
for section headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We need to include only sections that have real specific content. The posting includes: About the role? There's a description at top: "Building the people that build the world..." That's about company and role? Could be "About the role" or "Job Summary". The heading "How You Will Make An Impact (Job Summary)" is present. We could treat that as About the role. Use About the role
then
with that content. Responsibilities: "What You Can Expect In This Role (Job Responsibilities)" with bullet list. So we need
Responsibilities
then- each duty. Requirements/Qualifications/Skills: The posting has "What we are looking for (Experience, Knowledge, Skills, Abilities, Education)" with subparts: Required Experience, Preferred Experience..., Education & Certifications, Travel & Working Environment. We need to decide which sections to output. The instruction: Use headings for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). We can combine similar content. Probably we should have sections: Requirements (required experience), Qualifications (preferred experience/knowledge/skills), Skills (maybe specific skills), Benefits. Pay and Schedule only if present; not present, so omit. We must not repeat job title as heading. No Job ID etc. We must preserve all substantive information, not invent or summarize away detail. So we need to include all details from the posting, but we can group them under appropriate headings. We need to avoid boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, and application instructions. At the end there is EEO statement; we should remove that. Also "Our commitment to embrace diversity..." is EEO; remove. Also "SPX is an affirmative action..." remove. Also remove duplicated lines? Not seeing duplicates. We need to output only HTML fragment, no /, no markdown fences. Let's extract content. Company description: "Building the people that build the world. With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world. Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development. We’re a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world. As part of HVAC Heating, Patterson Kelley is a leading manufacturer of commercial boilers and direct and indirect water heaters. With an over 140 year history, we provide reliable, innovative comfort solutions for hospitals, schools, military bases, and stadiums." Job Summary: "How You Will Make An Impact (Job Summary) SPX is a diverse team of unique individuals who all make an impact. As a Technical Service Support, you will play a key role in providing technical customer service support for the Patterson-Kelley, LLC and Weil-McLain Boiler and Water Heater Product lines for internal and external customers. Join us in this innovative journey, where your expertise and passion will drive the advancement of our high-quality products." We can combine company description and job summary under About the role. Responsibilities list: Let's parse bullet points. From "What You Can Expect In This Role (Job Responsibilities) While each day brings new opportunities at SPX, your core responsibilities will be:" then list: - Technical Customer Service Support Provide boiler and water heater technical support via phone call center and email to internal and external customers Assist Field Representatives and Technicians with retrofitting procedures Review startup reports and follow up with Field Representatives/Technicians Assist customers, representatives, technicians, and internal order entry with selecting correct boiler/water heater parts Become the subject matter expert in various areas from Equipment/Component selection, sizing and application, equipment and system troubleshooting, piping system, venting system troubleshooting and installation Provide occasional after-hours and weekend support to customers for emergency technical service issues, ensuring timely response and resolution when critical situations arise - Training: Provide training assistance at the Patterson‑Kelley Boiler/Water Heater Technical School Deliver various forms of training remote or in person to technicians and representatives - Field Operations Support: Conduct field service trips, including evaluations and repairs, and complete technical service trip reports Support field operations by performing boiler and water heater run‑outs - Return Authorization (RA) Diagnostics & Testing Perform RA diagnostics and follow‑up activities Conduct RA testing and evaluation; compose detailed technical reports Send water samples for composition testing Test and evaluate boilers, water heaters, and returned component parts; complete and file technical evaluation reports We need to turn each bullet into
- . Could keep sub-bullets as separate
- or combine? Probably each line as
- . We'll keep them as separate items.
Now Requirements/Qualifications/Skills.
Section "What we are looking for (Experience, Knowledge, Skills, Abilities, Education)" includes:
Required Experience:
- Five years’ related experience or training in HVAC and/or Hydronic systems
- Demonstrated communication and interpersonal skills, enabling the individual to respond professionally and effectively in supporting customer needs
- Basic understanding of product functionality, technical terminology, and diagnostic steps
- Knowledge of Microsoft Office, Word, Excel and Power Point that enables candidates to develop spreadsheets and word documents in a presentable and understandable format for the audience
Preferred Experience, Knowledge, Skills, And Abilities:
- 5 years’ experience in HVAC type of job, field, or industry
- Ability to read, analyze, and interpret technical data
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and Product manuals
- Ability to write routine Technical Reports and correspondence
- Proficiency with CRM platforms and be proficient in the utilization of applicable computer software packages (AutoCAD/Creo)
- Ability to create, manage, track, and close customer cases or service tickets
- Skill in documenting interactions clearly and accurately within the system
- Familiarity with call center platforms (e.g. Avaya) and using phone, email, chat
- Experience with ERP systems for order lookup, status checks or part identification
Education & Certifications:
- High school Diploma or HVAC Tech Schooling
Travel & Working Environment:
- Hybrid position – exposed to various environments
- Travel up to 10%
- Be available on an occasional rotating or as-needed basis for after-hours and weekend emergency customer technical support
- Work in an office environment, able to use a computer, provide oral and written communication
- Manufacturing Environment frequently requires use of foot and eye protection when in production areas
We need to map to headings: Requirements, Qualifications, Skills. Could put Required Experience under Requirements, Preferred Experience under Qualifications, Education & Certifications maybe under Qualifications or separate? But we have limited headings. Could do:
Requirements
(Required Experience)Qualifications
(Preferred Experience, Knowledge, Skills, Abilities + Education & Certifications)Skills
maybe not needed if we already covered skills in Qualifications. But we could split: Skills for technical skills like Microsoft Office, CRM, AutoCAD/Creo, ERP, call center platforms, documenting interactions, etc. However we risk duplication. Given instruction: Prefer a few substantive sections over many thin ones. So maybe just Requirements and Qualifications. Skills could be omitted if covered. But we need to include all substantive information. If we put Required Experience under Requirements, and Preferred Experience + Education & Certifications under Qualifications, that covers all. We also need Benefits section: there is "What benefits do we offer?" with list. Thus we will have sections: About the role, Responsibilities, Requirements, Qualifications, Benefits. No Pay or Schedule. Now we need to format. We'll output:About the role
... (company description + job summary)
Responsibilities
- Provide boiler and water heater technical support via phone call center and email to internal and external customers
- Assist Field Representatives and Technicians with retrofitting procedures
- Review startup reports and follow up with Field Representatives/Technicians
- Assist customers, representatives, technicians, and internal order entry with selecting correct boiler/water heater parts
- Become the subject matter expert in various areas from Equipment/Component selection, sizing and application, equipment and system troubleshooting, piping system, venting system troubleshooting and installation
- Provide occasional after-hours and weekend support to customers for emergency technical service issues, ensuring timely response and resolution when critical situations arise
- Provide training assistance at the Patterson‑Kelley Boiler/Water Heater Technical School
- Deliver various forms of training remote or in person to technicians and representatives
- Conduct field service trips, including evaluations and repairs, and complete technical service trip reports
- Support field operations by performing boiler and water heater run‑outs
- Perform RA diagnostics and follow‑up activities
- Conduct RA testing and evaluation; compose detailed technical reports
- Send water samples for composition testing
- Test and evaluate boilers, water heaters, and returned component parts; complete and file technical evaluation reports
Requirements
- Five years’ related experience or training in HVAC and/or Hydronic systems
- Demonstrated communication and interpersonal skills, enabling the individual to respond professionally and effectively in supporting customer needs
- Basic understanding of product functionality, technical terminology, and diagnostic steps
- Knowledge of Microsoft Office, Word, Excel and Power Point that enables candidates to develop spreadsheets and word documents in a presentable and understandable format for the audience
Qualifications
- 5 years’ experience in HVAC type of job, field, or industry
- Ability to read, analyze, and interpret technical data
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and Product manuals
- Ability to write routine Technical Reports and correspondence
- Proficiency with CRM platforms and be proficient in the utilization of applicable computer software packages (AutoCAD/Creo)
- Ability to create, manage, track, and close customer cases or service tickets
- Skill in documenting interactions clearly and accurately within the system
- Familiarity with call center platforms (e.g. Avaya) and using phone, email, chat
- Experience with ERP systems for order lookup, status checks or part identification
- High school Diploma or HVAC Tech Schooling
Benefits
- Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
- Competitive health insurance plans and 401(k) match, with benefits starting day one
- Competitive and performance-based compensation packages and bonus plans
- Educational assistance, leadership development programs, and recognition programs