HVAC&R Field Solution Specialist

KCC Manufacturing•Simpsonville, KY

35d•$80,000 - $100,000•Hybrid

About The Position

KCC is an employee-owned, technology-driven company in the HVAC&R industry, developing products and solutions to meet today’s rapidly changing needs for greater efficiency and electrification. KCC has multiple divisions: construction, local HVAC&R service, and the design/manufacturing of commercial HVAC&R equipment. This position is for the design and manufacturing division, which includes rooftop units, air handlers, desiccant dehumidification, refrigerant and hot/chilled hydronic systems. Our Mission: KCC enhances the lives of our customers, partners, employee-owners, and communities by providing innovative HVAC solutions. As an HVAC Field Solution Specialist, you will be responsible for providing support for sophisticated commercial HVAC equipment. This role supports end users and field support technicians via phone, email, remote connection to the technician’s computer, or working with other tech support personnel. You will develop an intimate understanding of the various equipment layouts and designs. In this role, you will be answering common questions, providing documentation, or could be working with an on-site technician to diagnose minor issues with electrical, refrigeration, controls, or other related HVAC systems. The position requires working with internal engineering or quality teams to discuss field issues that have been discovered or assisting with validation testing of solutions. Optional travel to jobsites is available to assist Controls or Design Engineers, to diagnose and resolve issues that are not able to be fixed remotely. Applicants with a mechanical or electrical background are a great fit, if interested in a mix of an office environment and some hands-on work, as well as Engineers looking to expand their technical knowledge. KCC’s product line specific training will be provided. This position has high career growth potential for those interested in the HVAC field. This in-office for the first 6-9 months during initial training, with an option to be hybrid after that.

Requirements

Must be able to meet safety/physical requirements.
High school diploma or equivalent.
Excellent communication and interpersonal skills.
Patience and the ability to remain calm under pressure.
Some experience using computers and Microsoft Office Suite (Excel, Outlook, Word).
Valid driver's license and able to be put on company insurance for rental vehicles (only if electing for the optional travel).
Ability to type at least 20 words per minute, or willing to learn within the first 6 months of starting.
Ability to lift 50 lbs.
Fluent in English.
Requires bending, stooping, and standing.
Must be able to stand from six (6) to eight (8) hours per day.
Follow established safety policies including, but not limited to, mobile equipment, PPE, emergency response, HAZCOM, first-aid response, etc.

Nice To Haves

Previous customer service, support, or customer interaction experience.
EPA 608 Certification.
Technical degree, certification, HVAC certification, or related high-level education.
2-5 years of experience working with HVAC equipment.

Responsibilities

Answer incoming customer inquiries related to HVAC equipment and systems.
Provide clear and concise explanations to customers regarding technical issues.
Offer troubleshooting assistance to customers to identify and resolve problems.
Analyze and diagnose advanced technical issues related to HVAC systems.
Maintain detailed records of customer interactions and technical issues.
Identify opportunities to improve field support processes and procedures.
Stay current with product specifications, manuals, and technical documentation.
Take on advanced technical issues from lower-level support personnel.
Gather customer feedback and suggestions for improving products and services.
Optional travel with senior support personnel to jobsites for further diagnostics.
Read and diagnose simple controls issues and diagnose using simple programmable logic.
Participate in continuous education activities (classes, reading manuals, e-learning, etc.) to expand your knowledge and understanding of HVAC systems.