Technical Support Technician I

STULZ•Frederick, Maryland, MD

2d•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 all company product lines. The role provides technical assistance by telephone or email from the corporate office in Frederick, Maryland, and, when needed, tests equipment. The technician works to minimize company back charges while maintaining good customer relationships and promoting a congenial, professional atmosphere with sales representatives, team members, customers, and vendors. The position supports assigned products, researches component information and field applications, helps identify in-house problems, and coordinates with Quality Assurance and internal departments on product use and customer issues. It also documents service and warranty transactions, evaluates returned warranty parts, and provides customer follow-up documentation after site visits for start-up, warranty, and performance evaluations. The work involves an office environment with occasional exposure to manufacturing and warehouse environments, and may require travel by air to job sites.

Requirements

High school graduate or GED, plus 1–2 years of trade school education in HVAC/R and related areas; alternatively, 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 reclamation of 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 verbally or in writing to people with varying levels of HVAC/R and electrical expertise.
Ability to read electrical schematics, customer equipment specifications, sales order documentation and 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 climb ladders and work at heights, and to travel by air to various job sites.
Ability to lift and/or move up to 50 pounds.

Responsibilities

Provide technical support for the assigned product line.
Research jobs for component information and proper application in the field.
Identify problems in-house and provide recommendations to Quality Assurance to ensure proper product use and application.
Minimize company costs from service and warranty transactions.
Document all service and warranty transactions in established databases and/or forms.
Interface between customers in the field regarding 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 customers with follow-up documentation from site visits for start-up, warranty, and performance evaluations.
Assist Sales, Engineering, and Quality Assurance in maintaining high standards of customer satisfaction.
Perform other duties as assigned.