HVAC Service Support Representative - Oklahoma City, OK
OVERVIEW
This role focuses on delivering HVAC technical service and support to customers. The main goal is to identify and fix equipment issues and offer support via phone and email to assist contractors and dealers with installation, performance, or operational problems.
QUALIFICATIONS
Completion of an HVAC/R apprenticeship with a recognized Journey-level Certification or post-secondary education (technical training and/or business/management courses).
Universal EPA Certification is preferred.
At least an associate degree or equivalent combination of education and experience is required.
RESPONSIBILITIES
Provide technical support through a call center for both commercial and residential clients.
Assess operational issues and resolve problems via phone support.
Act as the go-to source for the client's unit information, troubleshooting techniques, and industry standards.
Create detailed and accurate notes in the call log for support provided.
Interact with field personnel, customers, engineering, and customer experience teams during problem assessment and resolution.
Offer on-site direction to personnel during product rework or setup.
Conduct failure investigations and listen to customer feedback.
Follow standard or ad hoc investigative sequences to identify issues and provide solutions.
Initiate help desk tickets to resolve IT issues with manufacturing systems.
Support Plant and Field Quality initiatives and projects.
Assist Technical Services and Engineering with problem identification and elimination
Escalate calls to a direct manager or field support as needed.