Technical Support Technician I

STULZ•Frederick, MD

1d•Onsite

About The Position

Under the direction of the Tech Support Supervisor, the Technical Support Technician I participates in continuous training to stay technically current on the company’s product lines. The technician provides technical assistance by telephone or email from the corporate office in Frederick, Maryland, and, when needed, tests equipment. The role works to minimize company back charges while maintaining good customer relationships and promoting a congenial, professional atmosphere when working with sales representatives, team members, customers, and vendors. The position supports assigned products and handles service and warranty matters, including researching jobs, diagnosing problems, testing returned parts, recording transactions, and coordinating with customers and internal departments. It also assists Sales, Engineering, and Quality Assurance in maintaining high standards of customer satisfaction. The role may involve travel by air to job sites and work in office, manufacturing, and warehouse environments.

Requirements

High school graduate or GED, plus 1–2 years of trade school education in HVAC/R and related areas, or an equivalent combination of education and experience.
Five years of related experience in the HVAC/R industry.
Minimum Type II EPA certification for handling and reclaiming refrigerants.
Valid driver’s license with a good driving record.
Ability to read and understand English instructions.
Good oral and written communication skills, including the ability to communicate technical information to people with varying levels of HVAC/R and electrical expertise.
Ability to read electrical schematics, customer equipment specifications, sales order documentation, sales transmittals, equipment drawings, and blueprints.
Ability to understand readings from electrical meters and HVAC-specific tools and equipment.
Ability to perform basic arithmetic and basic algebra.
Ability to meet the stated physical demands, including lifting and/or moving up to 50 pounds, climbing ladders, working at heights, and traveling by air to job sites.

Responsibilities

Provide technical support for the assigned product line.
Research jobs to identify component information and proper application in the field.
Identify in-house problems and recommend actions to Quality Assurance to ensure proper product use and application.
Minimize company costs arising from service and warranty transactions.
Document service and warranty transactions in established databases and/or forms.
Serve as an interface between field customers with post-delivery equipment issues and internal company departments.
Test returned warranty parts for credit and determine the disposition of parts returned from the field.
Provide follow-up documentation to customers after site visits for start-up, warranty, and performance evaluations.
Assist Sales, Engineering, and Quality Assurance in ensuring high standards of customer satisfaction.
Participate in continuous training to remain technically current on the company’s product lines.
Test equipment when needed.
Perform other duties as assigned.