Technical Services Specialist

Serve customers with a compelling technical support experience. Field incoming customer calls and emails, answer questions and provide guidance relative to equipment operation, warranty, and replacement parts. Maintain case log in EPICOR to ensure complete documentation of the issue and solution. Provide email and telephone technical support, troubleshooting, and installation guidance to customers, dealers, and authorized service agents. Diagnose field problems to determine root causes and ensure equipment functions as designed. Communicate updates to customers on service and warranty issue(s). Assign warranty calls to external and internal service providers to ensure equipment is fixed in a timely manner. Determine replacement part needs and provide pricing and shipping information. Escalate technical issues to other Engineering team members as needed. Provide on-call, after-hours telephone support, on rotation with other team members. Perform other duties as necessary in support of business objectives. This job description provides guidance and is not intended to limit the thinking and creativity of the person in this role. Essential Qualifications Experience: 4+ years of technical service experience in a manufacturing company, or 4+ years of field service experience with commercial HVACR equipment. High School diploma and 2 years of technical training. 2+ years experience with HVACR systems and/or commercial equipment. Excellent phone and email communicator. Able to troubleshoot equipment problems over the phone with field technicians, engineers, customers, and sales reps. Skilled managing time and schedules. Knowledge of MS desktop and ERP applications. On-call Time Reporting Weekdays When scheduled to provide off-site, on-call telephone support from 5 PM – 8 PM EDT/EST. Team members will work 6.5 hours prior to 5 PM. Team members will receive a minimum of 8 hours of pay. Team members must report all on-call time worked > 1.5 hours. Weekends When scheduled to provide off-site, on-call telephone support on weekends or holidays: Team members will receive a minimum of 2 hours of pay. Team members must report all on-call time worked > 2 hours. #J-18808-Ljbffr Structural Concepts