Customer Support Technician III

Nortek•Oklahoma City, OK

3d•Onsite

About The Position

Nortek Data Center Cooling, a Madison Industries company, is a premier HVAC company offering energy-efficient and sustainable products and solutions. We are committed to making the world safer, healthier, and more productive by creating innovative solutions that deliver outstanding customer value. We are shaping the future by Creating a Better Tomorrow Every Day! We are an equal employment opportunity and affirmative action employer. Nortek Air Management and its divisions offer a comprehensive compensation and benefits package. Our benefits package includes Health, Dental, Vision, Life, STD, LTD, FSA, HAS and 401(k) Plan with company contributions. Other Benefits include: Making NexGen Products - Cooling the World’s Ever Expanding Data Centers, Air-conditioned work environment, Benefits start day one, 401K match, First year, 4 weeks’ vacation (accrued).

Requirements

High school diploma
Superior analytical skills and attention to detail
Ability to read and interpret blueprints, plans, and manuals is a must
Ability to support multiple teams across various data center projects
Excellent customer service skills with desire to exceed internal and external customer expectations
Ability to work autonomously and drive results across teams in a timely manner
Impeccable organizational skills
Proficient in MS Excel, PowerPoint, Outlook, Word
Time management and completion of tasks to a definite deadline
Strong communication skills with peers as well as clients, both oral as well as written
Ability to travel on occasion

Nice To Haves

BA/BS Preferred
Familiarity with BIM360 and/or Procore
Previous experience with software, to include: Smartsheet, Infor/CSI, Autodesk Vault, Solid Works

Responsibilities

Review schematic diagrams and related materials to determine best actions for troubleshooting.
Provide exceptional customer service to enhance experiences with Data Center Cooling products and services.
Collaborate with various departments including Engineering, Purchasing, Manufacturing, Shipping, Accounting, and Sales to ensure top-notch customer service.
Monitor, assist, and report on issues across production, commissioning, and warranty phases.
Handle incoming calls and emails with professionalism and enthusiasm.
Serve as a technical resource for clients and field service personnel.
Conduct training sessions for other personnel on technical knowledge related to work assignments, products, parts, and skills.
Maintain technician LMS with administrational updates to keep field certifications relevant.
Support materials warranty and service operations.
Maintain up-to-date data and customer records in both Nortek and client systems.
Translate customer requests for parts into valid part numbers for order entry.
Complete any job-related tasks as directed by the Service/Parts Department Manager, including special projects.
Provide superior customer service to both internal and external customers while maintaining a professional appearance and demeanor.
Advise leadership regarding customer satisfaction, product performance, and suggestions for product improvements.