Technical Service Support

SPX Technologies • Smithfield Township, PA

1d • Hybrid

About The Position

SPX is a diverse team of unique individuals who all make an impact. As a Technical Service Support, you will play a key role in providing technical customer service support for the Patterson-Kelley, LLC and Weil-McLain Boiler and Water Heater Product lines for internal and external customers. Join us in this innovative journey, where your expertise and passion will drive the advancement of our high-quality products.

Requirements

• Five years’ related experience or training in HVAC and/or Hydronic systems
• Demonstrated communication and interpersonal skills, enabling the individual to respond professionally and effectively in supporting customer needs
• Basic understanding of product functionality, technical terminology, and diagnostic steps
• Knowledge of Microsoft Office, Word, Excel and Power Point that enables candidates to develop spreadsheets and word documents in a presentable and understandable format for the audience
• Ability to read, analyze, and interpret technical data
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and Product manuals
• Ability to write routine Technical Reports and correspondence
• Ability to create, manage, track, and close customer cases or service tickets
• Skill in documenting interactions clearly and accurately within the system
• High school Diploma or HVAC Tech Schooling

Nice To Haves

• 5 years’ experience in HVAC type of job, field, or industry
• Proficiency with CRM platforms and be proficient in the utilization of applicable computer software packages (AutoCAD/Creo)
• Familiarity with call center platforms (e.g. Avaya) and using phone, email, chat
• Experience with ERP systems for order lookup, status checks or part identification

Responsibilities

• Provide boiler and water heater technical support via phone call center and email to internal and external customers
• Assist Field Representatives and Technicians with retrofitting procedures
• Review startup reports and follow up with Field Representatives/Technicians
• Assist customers, representatives, technicians, and internal order entry with selecting correct boiler/water heater parts
• Become the subject matter expert in various areas from Equipment/Component selection, sizing and application, equipment and system troubleshooting, piping system, venting system troubleshooting and installation
• Provide occasional after-hours and weekend support to customers for emergency technical service issues, ensuring timely response and resolution when critical situations arise
• Provide training assistance at the Patterson‑Kelley Boiler/Water Heater Technical School
• Deliver various forms of training remote or in person to technicians and representatives
• Conduct field service trips, including evaluations and repairs, and complete technical service trip reports
• Support field operations by performing boiler and water heater run‑outs
• Perform RA diagnostics and follow‑up activities
• Conduct RA testing and evaluation; compose detailed technical reports
• Send water samples for composition testing
• Test and evaluate boilers, water heaters, and returned component parts; complete and file technical evaluation reports

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