Customer Service HVAC Technical Support

Openwork•Stafford, TX

2d•Onsite

About The Position

The Houston branch of Openwork has partnered with a manufacturing company to add a Customer Service HVAC Technical Support employee to their team. This is a temporary to permanent position. Our client values a growth-minded individual with goals, and require someone with strong HVAC & Administrative experience.

Requirements

Minimum 3 years of HVAC, refrigeration, electrical, mechanical, or industrial equipment troubleshooting experience.
Strong understanding of refrigeration systems including: Compressors, Expansion devices, Refrigerant circuit, Electrical controls, Fan motors, Variable Frequency Drives (VFDs), Sensors.
Ability to read wiring diagrams and refrigeration schematics.
Excellent verbal and written communication skills.
Strong organizational and documentation skills.
High proficiency with Microsoft Office and modern digital business software

Nice To Haves

Associate degree or equivalent technical education preferred.
EPA Section 608 Certification preferred.
Experience with ERP, CRM, warranty management, or service management software is highly desirable.

Responsibilities

Serve as the first-line technical expert supporting the companies portable air conditioning equipment.
Diagnose refrigeration, electrical, airflow, condensate management, and control system issues through telephone, email, video conferencing, and digital communication platforms.
Guide customers and field technicians through structured troubleshooting procedures to minimize equipment downtime.
Determine whether field repairs, component replacement, or factory return is the most appropriate resolution.
Maintain an exceptional first-call resolution rate whenever possible.
Assist customers in interpreting alarms, error codes, wiring diagrams, and service manuals.
Deliver a professional, courteous, and solution-oriented customer experience on every interaction.
Build long-term relationships with dealers, rental companies, contractors, distributors, and end users.
Communicate complex technical information clearly to individuals with varying levels of technical expertise.
Demonstrate patience, empathy, and ownership throughout the service process.
Escalate customer concerns appropriately while maintaining a sense of urgency and accountability.
Review incoming warranty requests for completeness and accuracy.
Ensure warranty claims comply with established warranty policies and procedures.
Accurately document: Failure analysis, Troubleshooting performed, Labor authorization, Parts replaced, Root cause findings, Photographs and supporting documentation.
Coordinate replacement parts and warranty approvals.
Maintain complete digital records for future product quality analysis.
Entering and maintaining warranty claims.
Updating CRM and customer service databases.
Maintaining detailed electronic service records.
Managing technical documentation.
Creating service reports.
Processing repair authorizations.
Monitoring customer communication through email, phone, chat, and other digital platforms.
Utilizing Microsoft Office Suite, ERP systems, CRM software, warranty databases, and digital communication tools with accuracy and efficiency.