Technical Support Analyst – HVAC, Chillers

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

📋 Description

• Deliver intermediate-level HVAC technical assistance to sales teams, clients, and service departments.

• Handle incoming calls and emails efficiently.

• Log incoming requests and maintain communication records within Salesforce CRM.

• Ensure that customer and case information is accurate and current.

• Foster customer account relationships through transparent communication.

• Recognize and evaluate customer needs to ensure satisfaction.

• Relay problem areas to the relevant parties and guarantee prompt corrective actions.

• Provide clients with updates on case statuses.

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

• Approve parts warranty requests after identifying quality-related opportunities.

• Conduct training sessions on product application, operation, and maintenance in classrooms or at job sites.

• Collaborate with Engineering and Manufacturing to improve quality and product design.

• Offer coaching and mentoring to junior staff as needed.

• Create service literature, including flow charts, and produce micro videos.

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

⛳️ Requirements

• Associate degree or higher, ideally in HVAC or a mechanical engineering-related field.

• 4+ years of experience in commercial HVAC.

• Familiarity with commercial HVAC and refrigeration systems, particularly chillers.

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

• Exceptional relationship management and interpersonal skills.

• Experience with Salesforce CRM is preferred.

• Bachelor’s degree is preferred.

🏝️ Benefits

• Medical/Dental/Vision coverage.

• Paid time off (PTO).

• 401K matching contributions.

• Support for community engagement.

• Various medical insurance plan options.

• Dental and vision insurance available.

• 401K retirement plan with employer matching.

• Paid time off and company-paid holidays.

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

• Tuition reimbursement after six months of continuous employment.

• Opportunities for growth.

• A supportive work environment.

• Commitment to diversity and inclusion.