Technical Support Representative III

About the position

The Boiler Technical Support Analyst III provides advanced assistance to customers over the phone or through electronic communication in diagnosing and solving documented and undocumented service and installation issues, which may involve internal controls, external controls, and integration with building automation systems. This position will serve our Raypak Division, located in Oxnard, CA and will be remote.

Responsibilities

• Provides verbal and written technical assistance to customers on product service, installation, repair, and general product questions for complex multi-family and/or large-scale commercial projects.
• Troubleshoots errors, diagnoses problems, explains and initiates repairs process.
• Explains and interprets warranty information to customers as they apply to products.
• Arranges for malfunctioning or defective items to be returned for repair or replacement.
• Uses computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, or determining warranty eligibility.
• Follow-up on calls to ensure resolution.
• Performs other duties as assigned.

Requirements

• Associates degree - Business School Certificate/Diploma or other post high school training.
• 4-6 years Field service experience performing field wiring, programming, commissioning and integration of programmable logic controllers.
• 4-6 years' Experience as a Technical Support Analyst or Authorizations Representative in insurance/manufacturing industry.
• 2-4 years Customer service-related experience in the insurance/manufacturing industry.
• Excellent communication skills, written and verbal, with attention to detail and accuracy.
• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite.
• Demonstrates ability to work well with others in a matrix team environment.
• Ability to read, write, and comprehend technical instructions, short correspondence, and memos.
• Ability to carry out instructions furnished in written, oral, or technical diagram form.
• Experience repairing or maintaining domestic hot water and/or hydronic heating systems.
• Must have excellent problem-solving skills for technical products.
• Ability to support multiple products and prioritize multiple projects.
• Must be able to work weekends, staggered shifts, and holidays.

Nice-to-haves

• Bilingual in Spanish preferred.