Customer Service Technician

Role Responsibilities Provide customer service / technical support for Viessmann commercial and residential boilers, burners, controls, components, indirect fired water heaters, air-handling units and heat pumps. Document all customer interactions / technical support in Salesforce Service Cloud CRM. Internal and external customer service / technical support is provided through responding to calls through the call center, email, and responding to field questions in technical chat rooms. Use available systems and technology to guide and assist contractors with knowledge-based troubleshooting, advising and resolving field issues. Assist in repair protocol and procedures including accurate service records and reports. Communicate with Product Engineering on a regular basis to report product service issues. When required, participate in telephone and field support outside of normal business hours including weekends and holidays. Assist in the development and delivery of seminars, webinars, hands‑on product training, short technical videos and workshops for internal and external customers. Additional tasks and functions may be required. Required Qualifications High school diploma or GED. Minimum of 2 years of experience with Hydronic heating, Refrigeration, HVAC systems, or mechanical systems industry. Preferred Qualifications Graduate of a Technical College or University with a focus on mechanical or electrical engineering technology preferred. Experience with HVAC systems analysis preferred. Strong written and verbal communication skills, along with the ability to work and promote teamwork. Competent computer skills, strong working knowledge of Microsoft PowerPoint, Office applications and/or Google applications. Analytical thinking, inspection and diagnostic focused problem‑solving skills. Demonstrate excellent customer service skills, with the ability to communicate effectively with customers and team‑members in a professional manner. Able to work independently, personable, and enjoys interacting with people. Ability to read and comprehend piping and wiring diagrams. Experience working with multimeters, manometers, combustion analyzers, and other common technical tools. Pay Range The annual salary for this position is between $35,500.00 - $71,500.00 annually. Factors which may affect pay within this range include, but are not limited to, skills, education, experience, and other unique qualifications of the successful candidate. Other Compensation This position may be entitled to short‑term cash incentives, subject to plan requirements. Benefits Health Care Benefits : Medical, Dental, Vision; Wellness incentives Retirement Benefits Time off and Leave : Paid vacation days, up to 15 days; paid sick days, up to 5 days; paid personal leave, up to 5 days; paid holidays, up to 13 days; birth and adoption leave; parental leave; family and medical leave; bereavement leave; jury duty leave; military leave; purchased vacation Disability : Short‑term and long‑term disability Life Insurance and Accidental Death and Dismemberment Tax‑Advantaged Accounts: Health Savings Account; Health Care Spending Account; Dependent Care Spending Account Tuition Assistance Carrier EEO Statement and Accommodations Process Carrier is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status or any other applicable state or federal protected class. Carrier provides affirmative action in employment for qualified individuals with a Disability and Protected Veterans in compliance with section 503 of Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act. If you require a reasonable accommodation to complete the application process, participate in an interview, or otherwise engage in the hiring process, please contact us at View email address on click.appcast.io. We will make every effort to meet your needs in accordance with applicable laws. #J-18808-Ljbffr