HVACR Technician Support Specialist

Benedict Refrigeration Service•West Salem, WI

About The Position

The Technician Support Specialist is responsible for providing field support, technical guidance, problem-solving resolution, and training for HVAC, refrigeration and food service equipment field technicians and apprentices. This is a support position, does not have direct reports, and performs work independently with limited supervision.

Requirements

EPA Universal Certification Required
OSHA 10 Certification desired
Minimum 5 years of related field experience required
Valid Class D driver’s license and commercial insurability required
Excellent verbal and written communication skills that foster a culture of teamwork and inclusion.
Strong attention to detail with an emphasis on safety and accuracy.
Ability to perform effectively in a high stress, fast-paced environment.
Ability to resolve conflict for internal and external customers.
Computer proficiency and experience with common software applications.
Ability to effectively learn new software applications independently.
Ability to properly use safety equipment as appropriate to the work.
Ability to read, write and comprehend simple instructions, short correspondence, and memos.
Ability to effectively present information in one-on-one and small group situations to customers and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.
Able to remain in a stationary position 50% of the time.
Frequently required to stand, walk, bend, crawl and sit.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer. Frequently operates power tools. Occasionally operates a forklift, torch, and welding equipment.
Occasionally ascends/descends a ladder to maneuver around equipment and commercial buildings including rooftops.
Occasionally required to work in restricted spaces, from a prone position.
Able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Able to use proper hand signal communication to direct a crane operator.
Able to observe details at close range, distance range, peripherally and with the ability to adjust focus.
Must be able to occasionally lift and/or move up to 100 pounds.
Occasionally exposed to above-average noise levels consistent with power tools and compressors. Occasionally exposed to outdoor weather conditions.

Responsibilities

Provide mentorship, technical and troubleshooting support for field technicians.
Develop, execute, and update effective field orientation & training for field technicians and customers.
Identify individual technician skills, abilities, and areas of knowledge development.
Collaborate with appropriate personnel to develop and execute action plans for technician knowledge development.
Maintain field training records according to company procedures.
Coordinate field technician labor utilization efficiencies in conjunction with appropriate personnel.
Create and maintain customer value through effective follow-up between customers, vendors, and field technicians.
Coordinate and provide resolution for escalated work order issues.
Demonstrate reliability by practicing timely and effective communication utilizing all relevant telecommunication methods.
Demonstrates effective communication, assertiveness, versatility, and follow-through in responding to customer needs.
Sets and achieves individual goals and supports department goals by contributing to a team environment.
Demonstrates professionalism, timeliness, accuracy, and projects a positive company image in all assigned duties.
Travel to worksite locations to provide direct on-site technical training and assistance where appropriate.
Provide support to sales, service quoting, parts and other departments as needed.
Other duties as assigned by authorized personnel.