To provide technical assistance and diagnose problems to customers who are experiencing Equipment problems and issues.
Essential Functions:
Takes phone calls and responds to email in order to investigate and resolve equipment problems.
Talks to users to learn what procedures they followed and to discover the source of the difficulty.
Answers questions by applying knowledge of equipment procedures.
Asks caller with problem to participate in diagnostic procedures.
Documents all calls and service issues utilizing CSI software.
Maintains technical manuals and notes or reference.
Dispatches authorized service teams to the customer’s site as needed.
Attends service department meetings weekly in order to provide information as to service call trends and problems.
Provides support to co-workers and service teams on calls.
Retains current knowledge of all Products.
The above list of essential duties is not exhaustive. It only defines some of the main responsibilities. An employee may be required to perform additional tasks not listed above.
Additional Responsibilities:
Provides on call/after-hours customer support as needed
Promptly returns customer calls received from the answering service
Documents all calls and service issues utilizing CSI software
Dispatches authorized service teams as needed
Promptly reports to management with open issues
Responds to e-mail and voice mail messages
Job Qualifications:
Experience: A minimum of 3 years experience in customer technical support. Ability to read, write, Ability to handle a high volume of phone calls, and ability to explain technical matters in an easy-to-understand, step-by-step format.
Education: High school education plus HVAC, refrigeration, gas, microwave, or other specialty certification strongly desired.
Skills: Ability to effectively handle customer-related complaints and issues; Strong customer negotiation skills; Ability to tolerate interruptions; Ability to adhere to a strict timeline; Ability to prepare written communications skills concisely and coherently; Ability to strictly enforce company policy; Ability to interact with customers effectively and build rapport; Ability to be punctual and manage time effectively; Ability to pay close attention to detail.
Physical Job Requirements:
Speaking to employees and customers.
Listening to employees and customers.
Sitting for extended periods of time.
Carrying objects (in arms or on shoulders)
Grasping (applying pressure to objects)
Reaching (extending hands and arms in any direction)
Feeling (perceiving attributes of objects such as size, shape, temperature, or texture)
Essential Functions:
Takes phone calls and responds to email in order to investigate and resolve equipment problems.
Talks to users to learn what procedures they followed and to discover the source of the difficulty.
Answers questions by applying knowledge of equipment procedures.
Asks caller with problem to participate in diagnostic procedures.
Documents all calls and service issues utilizing CSI software.
Maintains technical manuals and notes or reference.
Dispatches authorized service teams to the customer’s site as needed.
Attends service department meetings weekly in order to provide information as to service call trends and problems.
Provides support to co-workers and service teams on calls.
Retains current knowledge of all Products.
The above list of essential duties is not exhaustive. It only defines some of the main responsibilities. An employee may be required to perform additional tasks not listed above.
Additional Responsibilities:
Provides on call/after-hours customer support as needed
Promptly returns customer calls received from the answering service
Documents all calls and service issues utilizing CSI software
Dispatches authorized service teams as needed
Promptly reports to management with open issues
Responds to e-mail and voice mail messages
Job Qualifications:
Experience: A minimum of 3 years experience in customer technical support. Ability to read, write, Ability to handle a high volume of phone calls, and ability to explain technical matters in an easy-to-understand, step-by-step format.
Education: High school education plus HVAC, refrigeration, gas, microwave, or other specialty certification strongly desired.
Skills: Ability to effectively handle customer-related complaints and issues; Strong customer negotiation skills; Ability to tolerate interruptions; Ability to adhere to a strict timeline; Ability to prepare written communications skills concisely and coherently; Ability to strictly enforce company policy; Ability to interact with customers effectively and build rapport; Ability to be punctual and manage time effectively; Ability to pay close attention to detail.
Physical Job Requirements:
Speaking to employees and customers.
Listening to employees and customers.
Sitting for extended periods of time.
Carrying objects (in arms or on shoulders)
Grasping (applying pressure to objects)
Reaching (extending hands and arms in any direction)
Feeling (perceiving attributes of objects such as size, shape, temperature, or texture)