Technical Customer Service Coordinator I

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

📋 Description

• Deliver outstanding technical support and service coordination by utilizing extensive knowledge of AHT and third-party products to effectively address warranty and non-warranty service requests.

• Act as a vital link between customers, service contractors, and internal teams, ensuring prompt issue resolution and efficient management of service activities.

• Cultivate and sustain product knowledge to function as a technical resource in installation, programming, and equipment protocols, along with designated third-party products and services.

• Address technical service inquiries from customers promptly via phone, email, and a ticketing system.

• Skillfully analyze customer issues and provide rational repair solutions for warranty and non-warranty AHT and third-party products and services offered by AHT.

• Keep comprehensive records of daily interactions with customers, installation activities, reported issues, and completed solutions, including any necessary follow-up actions for management or repair personnel.

• Oversee and update customer third-party service portals (Service Channel).

• Assess store prints, diagrams, and specifications.

• Collaborate with contractors to ensure stores meet operational standards.

• Carry out system modifications and/or software and parameter updates as required.

• Escalate more complex inquiries to a higher-level support team member.

• Comprehend and input parts orders in the Zoho system.

• Conduct unit testing, monitoring, and troubleshooting on returned units to aid quality with root cause diagnosis.

• Evaluate, approve, or contest contractor requests to exceed authorized Not-to-Exceed (NTE) amounts, ensuring repair costs are justified, accurately documented, and compliant with company standards and budgetary requirements.

• Participate in on-call weekend phone monitoring rotation.

• Carry out other duties as assigned.

⛳️ Requirements

• Associate’s (AA) degree or equivalent from a two-year college or technical school.

• 1-3 years of relevant HVAC/R experience and/or training, or an equivalent combination of education and experience.

• Experience in coordinating service calls, communicating with field technicians, and understanding HVACR-related work orders, scheduling priorities, and parts requirements is highly preferred.

• Candidates must possess a working knowledge of dispatching principles and practices, including scheduling and assigning work, prioritizing service requests, monitoring technician status, maintaining accurate records, and effectively communicating with customers and field personnel.

• Candidates should have demonstrated experience supporting HVACR (Heating, Ventilation, Air Conditioning, and Refrigeration) operations, including familiarity with HVACR terminology, equipment, service processes, preventive maintenance practices, and customer service requirements.

• Strong computer proficiency, including a working knowledge of Microsoft Office applications such as Word, Excel, Outlook, and email systems, with the capability to accurately enter, manage, and maintain electronic records and data.

• Experience with troubleshooting and repairing electronic equipment.

• Ability to rapidly comprehend complex or technical solutions.

• Capacity to read, understand, and utilize assembly drawings and wiring diagrams; capable of troubleshooting, testing, and repairing electromechanical components.

• Understands and can implement necessary ESD precautions with sensitive electronic hardware.

• Familiarity with various hand tools, refrigeration tools including pumps for evacuation and glycol, and standard tools used in supermarket maintenance.

• Utilize computer software tools to diagnose and adjust parameters.

• Knowledgeable in SAP or similar ERP systems.

🏝️ Benefits

• Generous paid vacation, sick leave, and company holidays.

• Participation in our incentive compensation program.

• 100% company-paid Health, Dental, and Vision insurance for eligible employees.

• 401(k) retirement plan with company matching contributions.

• A collaborative, innovative, and team-oriented work environment.