HVAC Technical Service Advisor III - REQ # 1353

Mitsubishi Electric US-posted 1 day ago
$35 - $48/Yr
Full-time • Mid Level
Suwanee, GA
101-250 employees
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Mitsubishi Electric Trane HVAC US LLC is looking for an Advisor, Technical Service III in Suwanee, GA. Hours for this role are 9:00 am to 6:00 pm POSITION SUMMARY: The Technical Service Advisor III is responsible for providing advanced technical support to contractors, distributors, architects, and engineers who are specifying, installing, operating, or repairing Mitsubishi Electric Trane HVAC (METUS) product. They will be knowledge experts of the METUS residential, light commercial, commercial, and controls equipment being serviced. ESSENTIAL FUNCTIONS The essential functions of the position include, but are not limited to the following: Provides technical information, support, and training to a large volume of general customers, METUS field personnel, and factory-trained Diamond Contractors via phone, email, and private forums. Solves complex technical problems associated with METUS residential, commercial, and controls equipment, and all accessories. Provides technical support and education on METUS controls systems and networks. Provides product support for all new service-related tools. Able to relay the basic concepts and principles such as AC/DC theory, inductance, and digital communications. Reads and understands wiring schematics, refrigerant circuit diagrams, and computer programs to convey information to customers. Participate in new product investigations with training department to understand technical support needs and develop support resources for department peers. Assist in rework of product, when necessary, which includes factory software rewriting on all products. Attends on-site advanced technical training events to increase product knowledge and support capabilities. Facilitates technical training events when needed to support training schedule. Provides internal training to Customer Care team members and fellow Technical Service Advisers. Maintains and adjusts Knowledge Base Articles as needed. Utilizes and maintains case information within CRM system. Provides technical support for on-site facilities and training HVAC equipment. Willing to travel up to 40% to for various Company meetings and training both domestically and possibly internationally. Perform other duties as assigned.

  • Provides technical information, support, and training to a large volume of general customers, METUS field personnel, and factory-trained Diamond Contractors via phone, email, and private forums.
  • Solves complex technical problems associated with METUS residential, commercial, and controls equipment, and all accessories.
  • Provides technical support and education on METUS controls systems and networks.
  • Provides product support for all new service-related tools.
  • Able to relay the basic concepts and principles such as AC/DC theory, inductance, and digital communications.
  • Reads and understands wiring schematics, refrigerant circuit diagrams, and computer programs to convey information to customers.
  • Participate in new product investigations with training department to understand technical support needs and develop support resources for department peers.
  • Assist in rework of product, when necessary, which includes factory software rewriting on all products.
  • Attends on-site advanced technical training events to increase product knowledge and support capabilities.
  • Facilitates technical training events when needed to support training schedule.
  • Provides internal training to Customer Care team members and fellow Technical Service Advisers.
  • Maintains and adjusts Knowledge Base Articles as needed.
  • Utilizes and maintains case information within CRM system.
  • Provides technical support for on-site facilities and training HVAC equipment.
  • Willing to travel up to 40% to for various Company meetings and training both domestically and possibly internationally.
  • Perform other duties as assigned.
  • High School graduate or equivalent.
  • 7 years field experience.
  • Ability to communicate professionally and effectively, both verbally and in writing, with Spanish or any bilingual ability a plus.
  • Strong customer orientation and interpersonal skills, with an ability to translate complex thoughts and ideas and communicate them in an easy-to-understand form.
  • Advanced technical knowledge of METUS product line, including M- and P-Series systems, City Multi products, and controls product/integration.
  • Experience supporting hydronic based HVAC systems, both chilled water and hot water.
  • Comprehensive knowledge of central controllers functionality, initial setting tool, BACnet setting tool, and other proprietary software
  • Advanced knowledge of HVAC Maintenance Tool targets and refrigerant
  • Basic understanding of BAS integration and networking
  • Proficient with Microsoft Outlook, PowerPoint, Excel, Word and other Office365 products.
  • Ability to perform in front of a class without hesitation.
  • Team player demonstrating METUS core values including a desire to win together, deliver excellence, drive sustainability, focus on execution and learn continuously.
  • 2 years of attendance of Air Conditioning / HVAC Program(s) at Technical College is preferred.
  • NATE Certified is preferred.
  • Ability to communicate professionally and effectively, both verbally and in writing, with Spanish or any bilingual ability a plus.
  • eligible employees may enroll in a 401(k) plan, as well as participate in Company-sponsored medical, dental, vision, and basic life insurance plans for the employee and the employees eligible dependents.
  • Employees will also receive 80 hours of vacation per year, 56 hours of paid sick leave annually, and 13 paid holidays throughout the calendar year, depending on hire date.
  • Employees may also take up to 12 weeks of paid or unpaid [parental/disability/emergency/etc.] leave, if eligible.
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