Service Desk Agent

Job Description

Job Description

Service Desk Agent

AboveAir Technologies – Frederick, MD

Company Overview

AboveAir Technologies, based in Frederick, Maryland, has been a leading provider of innovative indoor HVAC product solutions since 2003. With a state-of-the-art 90,000 sq. ft. manufacturing facility, AboveAir designs and deploys high-quality HVAC equipment tested and listed by Intertek (ETL), Inc. Our systems serve mission-critical environments nationwide, supporting a growing national network of sales representatives.

Position Overview

AboveAir is seeking a proactive and detail-oriented Service Desk Agent to support our national network of manufacturer representatives and regional sales managers. This role serves as a critical link between our internal teams and national sales partners, ensuring clear communication, accurate information flow, and a seamless customer experience throughout the full lifecycle of each service call.

Representative Support

• Handle inbound service calls, schedule service appointments, maintain the CRM database, and triage incoming service requests.
• Schedule service call troubleshooting with service technicians.
• Support national sales reps with quoting, pricing coordination, and product selection assistance.
• Assist with bid tracking, project follow-up, and pipeline visibility.
• Ensure timely responses aligned with customer deadlines.
• Provide freight and lead time support during bidding and order execution.
• Conduct follow-up to resolve issues and maintain strong relationships
• Maintain accurate documentation of customer interactions

Cross-Functional Collaboration & Resolution

• Coordinate internally to align on service call status and shipment timing

• Facilitate communication to support timely issue resolution

• Escalate concerns appropriately while maintaining ownership of the customer experience

Customer Relationship Ownership

• Act as a trusted resource for customers and sales representatives

• Maintain long-term relationships through proactive communication and accountability

• Advocate internally to support timely resolution of customer needs

Qualifications

• 2+ years of experience in customer service, call center environment, sales support in a manufacturing environment preferred
• HVAC experience or electro-mechanical manufacturing environment highly preferred.
• Experience supporting outside sales teams or manufacturer rep networks strongly preferred.
• Strong written and verbal communication skills.
• Highly organized with strong attention to detail.
• Proficient in Microsoft Office and CRM systems.
• Ability to manage multiple priorities in a fast-paced environment.
• Bilingual abilities a plus.

AboveAir Technologies, based in Frederick, Maryland, has been a leading provider of innovative indoor HVAC product solutions for commercial and industrial applications since 2003. With a state-of-the-art 90,000 sqft. manufacturing facility, AboveAir designs and deploys high-quality HVAC equipment tested and listed by Intertek (ETL), Inc. The company's commercial systems have been chosen by prominent clients across various industries.

Company Description

AboveAir Technologies, based in Frederick, Maryland, has been a leading provider of innovative indoor HVAC product solutions for commercial and industrial applications since 2003. With a state-of-the-art 90,000 sqft. manufacturing facility, AboveAir designs and deploys high-quality HVAC equipment tested and listed by Intertek (ETL), Inc. The company's commercial systems have been chosen by prominent clients across various industries.