Job Responsibilities and Duties:
The Service Engineer I will report to the service manager and support the client in tracking field service for emergency dispatches and planned maintenance. This position will provide technical analysis for troubleshooting HVAC equipment issues and will be part of the service team. Some irregular work hours may be required, as well as occasional travel to factory or service locations for hands on training.
This position involves constant interaction with customers and field service technicians, therefore excellent communication and customer service skills are essential.
This position is fully remote, however, we prefer candidates in the Eastern or Mountain time zones.
- Answer service calls and provide callers with instructions, documentation, and information needed to troubleshoot problems for HVAC equipment.
- Assist in resolving product or service issues by clarifying customers' inquiries and concerns, determining the cause, selecting, and explaining the best solution, expediting corrections or adjustments, and following up to ensure timely resolution.
- Create sales orders, warranty service dispatches, provide quotations to customers through company’s CRM system.
- Review each case in Salesforce to ensure that information is recorded correctly. Update Salesforce with customer information, case notes, and send emails for confirmation.
- Analyze emergencies and repeatable technical issues, provide timely feedback to internal management team and product manufacturer.
- Work with the manufacturer to develop troubleshooting manuals and attend product technical training sessions. Identify failure trends in components and recommend improvements to manufacturer.
- Prepare weekly troubleshooting spreadsheet and activity record and distribute reports to managers.
- Update the technical information on shared drive with relevant documents and keep the folder structure.
- Assist Business Operations on HVAC equipment training to inside the service team members to promote the technical skills.
- Support other service operations projects as needed.
Skills/Qualifications:
- Experience with control systems, building automation, and system remoting monitoring
- College degree or college level course preferred
- Understanding of serial communications protocol including RS232, RS485
- Must be comfortable with phone support and meetings. A sense of urgency, customer-oriented, excellent customer service skills
- Experience in data tracking, data reduction from remote monitoring systems
- Working experience with customer relationship management systems
- Expert technical analysis, troubleshooting skills and experience in remote diagnosing issues over the phone, handling technical support calls, and being able to explain complex instructions to field personnel
- Basic HVAC training/experience highly desirable
- Independent thinker and decision maker. Excellent problem solving and conflict resolution skills.
- Good communication and interpersonal skills
- Proactive with a can-do attitude; self-starter and ability to deliver on milestones without having to be micro-managed
- Strong work ethics, multi-tasking ability, exceptional organizational skills
- Strong computer skills and working knowledge of advanced Excel functions, knowledge of Microsoft 365
Job Type: Full-time
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Experience level:
Schedule:
- Monday to Friday
- Weekends as needed
Application Question(s):
- Are you able to provide clear technical instructions and explain technical terms over the phone?
Education:
Experience:
- HVAC/R: 3 years (Required)
Work Location: Remote