Technical Service Specialist

Ourteam • Michigan City, IN

9d

About The Position

SPX is a diverse team of unique individuals who all make an impact. As the HVAC/Boiler Technical Services Specialist (Non-IT) you will provide pre- and post-technical and applications engineering assistance to a variety of groups, including sales representatives, distributors, agents, contractors, consulting engineers, architects, sales offices and internal departments.

Requirements

• Minimum of 2 years of relevant work experience in a technical field
• Strong computer skills and knowledge of Microsoft Office software
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to think analytically.
• HS Diploma or equivalent is required

Nice To Haves

• Professional technical school/training
• AS or BS in relevant discipline
• Knowledge of boilers, related products, controls, wiring, and hydronic systems
• Training or experience using a CRM such as Microsoft Dynamics 365 or Salesforce.com
• Experience using call center software such as Zendesk or Xima
• Experience using visual support tools such as TechSee or Sightcall
• Technical degree or certificate preferred

Responsibilities

• Provide technical support to engineers, sales representatives, distributors, contractors, end-users and internal departments via phone, letter, video conference, chat, e-mail, or in person.
• Diagnose and resolve technical issues promptly, provide troubleshooting assistance for problems involving control systems, combustions, venting, and piping on commercial and residential boilers.
• Advise and assist field sales personnel and their clients on product technical details, application requirements, etc. to obtain solutions of specific application problems.
• Deliver technical training support to internal personnel when required.
• At the discretion of the Technical Services Supervisor, perform special assigments related to systems, policies, procedures, and customer inquiries.
• Provide parts identification assistance to distributors, contractors, internal personnel, agents, etc.
• Provide product support information/direction from existing manuals, bulletins, and guides.
• Ensure prompt, accurate, and consistent information is communicated to customers as it relates to: Product description and operation Boiler specifications and installation information Wiring, piping, and control diagrams Troubleshooting and field visits when necessary Current and obsolete boiler repair parts identification Obsolete boiler identification
• Maintain detailed documentation of technical issues and solutions, creating a knowledge base for future reference.
• Enter data in Microsoft Dynamics 365 for all troubleshooting issues, site problems, and/or product complaints.
• Identify opportunities for process improvement via updating/streamlining technical support procedures

Benefits

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED