Field Quality - Technical Support Specialist
About The Position
Answer technical support phone calls from Hussmann Technicians, Branches, and Field Equipment Representatives and Third-Party Service Contractors and Customers. Professionally support all Hussmann manufacturing facilities and products by investigating and resolving quality issues and dispositioning them and creating field reports (when applicable) in CRM. Interface directly with customers, contractors, technicians, and engineering. Provide advanced level technical expertise to instill confidence in Hussmann equipment, installation, technical support, and service. Duties may require on site field support for installation and commissioning projects and root cause analysis of field reported Hussmann product issues. This position is customer-facing; therefore, professionalism is of the utmost importance as the Technical Specialist/Field Quality Specialist roles are viewed as Hussmann’s “technical expert”.
Requirements
- High School Diploma and Technical Degree required
- A minimum of 5 years Refrigeration/HVAC or related industry experience
- Must have industry product knowledge; hands-on understanding of refrigeration systems; and knowledge of electrical controls and equipment
- Microsoft Office skills, specifically Excel, PowerPoint, and Word
- Ability to speak effectively before groups of customers or employees of the organization
- This is a remote position with preferred location in the central US, but would consider other locations for the right fit/candidate.
Nice To Haves
- Bachelor’s Degree preferred
- Field project management experience preferred
Responsibilities
- Must actively demonstrate and promote the Hussmann Behaviors for Success.
- Manage technical calls via 8x8
- Maintain CRM database daily – dispositions and field reports
- Effectively manage individual utilization – including maintaining field engagements in CRM and proactively communicating to the manager special project work
- Utilize the Field Escalation process when applicable
- Provide technical support, and advice to Field Equipment Reps (FERs) in diagnosing and resolving common customer issues. Provide guidance to FERs on the most efficient manner of resolving customer issues.
- Participate in meeting cadences as required with cross-functional teams to ensure robust support plans for field escapes, issues, large customer start-up projects, and new products and controls startups
- Work with Tech Support Leader and Field Quality and Engineering teams to stay current on new products and technology.
- Collaborate with cross-functional teams to meet project objectives, drive root cause, and mitigate customer risk
- Support process improvement and VA/VE activities and drive projects to completion
- Perform standard Field Quality Specialist duties when applicable
- Effectively support field projects within budgetary guidelines
- Provide customer support related to the delivery and commissioning of sustaining and new products
- Document onsite findings utilizing the field report creation process
- Support and provide technical guidance for equipment lab tests and diagnosis process for new and sustaining equipment.
- Perform plant and customer site audits to identify opportunities for continuous improvement of product and processes when applicable
- Interact directly with customers, contractors, technicians, and engineering providing advanced-level technical expertise to instill confidence in Hussmann equipment, installation, technical support, and service.
- Capable of influencing warranty expenditures by identifying and resolving issues prior to equipment start-up.
Benefits
- Health Benefits – Offering medical, dental, vision, prescription plans, plus Health Savings Account and Flexible Spending Account options.
- Voluntary Benefits – Life, accident, critical illness, disability, legal, identity theft, and pet insurance.
- Hussmann Retirement Savings & Investment Plan – 401(k) plan with company matching contributions and immediate vesting.
- Paid Time-Off Benefits – Paid time off, stewardship and parental leave.
- Educational Assistance – Tuition reimbursement for job-related courses after six months of service.
- Health Management and Wellbeing Programs –EAP, virtual health management, chronic condition, and tobacco cessation.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
