Technical Product Support (Remote)
About The Position
The Technical Product Support Specialist provides system level technical support to our distributor partners for American Standard, Trane, RunTru, Ameristar, and Oxbox products sold through the Residential HVAC and Supply channel. This role involves telephone and email support with deeper knowledge for all Residential products and Light Commercial products, air to air and less than 25 tons, including application of these products. The specialist will support Channel Partners with technical issue resolution, develop and provide training on products for Field Service Representatives (FSR), and interface and collaborate with internal organizations through cross-functional quality forums and teams. Documentation of field reported quality issues is also a key responsibility.
Requirements
- Minimum of 5 years of field experience serving in a Residential and Light Commercial technical service/ support
- Detail oriented and organized, able to coordinate workload
- Strong ability to troubleshoot complex mechanical and electrical systems over the phone
- Must be a strong team player, self-starter and flexible to varying work assignments
- Well-developed verbal, listening, and written communication skills required
- Personal computer competence and data entry with MS Office products required
- Must be customer focused
- Has to be able to manage time wisely
- Diverse technical background on both residential products and light commercial products <25 tons
Nice To Haves
- Has the ability to make quality decisions
Responsibilities
- Telephone and email system level support with deeper knowledge for all Residential products and Light Commercial products, air to air and less than 25 tons including application of these products
- Support Channel Partners with technical issue resolution
- Develop and provide training on products for the Field Service Representatives (FSR)
- Interface and collaborate with internal organizations through cross-functional quality forums and teams
- Documentation of field reported quality issues
Benefits
- Health insurance
- Holistic wellness programs with generous incentives
- Family building benefits include fertility coverage and adoption/surrogacy assistance
- 401K match up to 6%, plus an additional 2% core contribution
- 15 vacation days
- 9 paid holidays
- 3 floating holidays
- Sick leave
- Additional options to support volunteer and parental leave
- Educational and training opportunities through company programs
- Tuition assistance
- Student debt support
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
