Technical Support Analyst – Commercial HVAC

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

📋 Description

• Provide intermediate-level HVAC technical assistance to sales representatives, customers, and service teams.

• Handle incoming calls and emails efficiently.

• Accurately record incoming requests in Salesforce CRM.

• Maintain communication logs and documentation within Salesforce.

• Ensure customer and case information is consistently updated.

• Establish sustainable relationships and build trust with customer accounts.

• Identify and evaluate customer needs to ensure satisfaction.

• Communicate any issues to the relevant parties and guarantee prompt corrective measures.

• Keep customers informed with ongoing case-status updates.

• Provide daily and weekly updates on case statuses and group metrics reports.

• Authorize parts warranty requests after recognizing quality-related opportunities.

• Conduct both classroom and on-the-job training regarding product application, operation, and maintenance.

• Collaborate and consult with Engineering and Manufacturing for quality and product-design enhancements.

• Offer coaching and/or mentoring to junior staff as necessary.

• Create service documentation, including flowcharts, and produce micro videos.

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

⛳️ Requirements

• An Associate’s degree or higher, ideally in HVAC or a related mechanical engineering field.

• Over 6 years of experience in the commercial HVAC sector.

• Comprehensive knowledge of commercial HVAC and refrigeration systems.

• Proficient in the MS Office Suite, including Outlook, Word, PowerPoint, and Excel.

• Excellent relationship management and interpersonal skills.

• Experience with Salesforce CRM is preferred.

• A Bachelor’s degree is a plus.

🏝️ Benefits

• Medical/Dental/Vision insurance coverage.

• Paid Time Off (PTO).

• 401K matching program.

• Support for community engagement.

• Various medical insurance plan options, along with dental and vision coverage.

• 401K retirement plan with employer contribution.

• Paid time off and company-observed holidays.

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

• Tuition reimbursement available after 6 months of continuous employment.

• Opportunities for career growth.

• A supportive work environment.

• A diverse and inclusive workplace.