HVAC Technical Support Analyst III

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Deliver intermediate-level HVAC technical assistance to sales personnel, customers, and service teams

• Handle incoming calls and emails

• Log incoming requests and keep communication records updated in Salesforce CRM

• Ensure customer and case information is accurate and current

• Foster sustainable relationships with customer accounts through transparent communication

• Identify and evaluate customer needs to work towards their satisfaction

• Relay problem areas to the relevant parties and ensure prompt corrective measures are taken

• Keep customers informed with ongoing case-status updates

• Provide daily and weekly updates on case-status and group metrics, along with reports

• Approve parts warranty requests and pinpoint quality improvement opportunities

• Conduct product application, operation, and maintenance training sessions

• Collaborate with Engineering and Manufacturing for enhancements in quality and product design

• Offer coaching and mentoring to junior staff as necessary

• Create service literature, including flow charts, and develop micro videos

• Work closely with the Manager on metrics, service opportunities, and manuals

⛳️ Requirements

• Associate degree or higher, preferably in HVAC or a related mechanical engineering discipline, or equivalent experience

• Over 6 years of experience in commercial HVAC

• Advanced understanding of commercial HVAC and refrigeration systems

• Proficiency in the MS Office Suite (Outlook, Word, PowerPoint, and Excel)

• Previous experience in a technical service role

• Exceptional relationship management and interpersonal skills

• Excellent writing and communication abilities

• Capacity to be persuasive and maintain professionalism

• Comprehension of various business functions and their impacts, including finance, Warranty, NPI, and Quality

• Leadership abilities and accountability for complex HVAC cases

• Preferred experience in people leadership

🏝️ Benefits

• Options for medical insurance plans

• Dental and vision insurance

• 401K retirement plan with employer matching

• Paid time off

• Company-sponsored holidays

• Paid sick leave in accordance with federal, state, and local laws

• Tuition reimbursement available after 6 months of continuous service

• Support for community engagement

• Opportunities for career advancement

• A diverse and inclusive workplace