HVAC/R Technical Support Engineer

What you will do:

The Technical Support Engineer will provide remote technical support on VRF products to the Customers in a consistent manner across all product offerings with the clear goal to achieve a special technical support. The role is accountable for positioning our company as a leader in providing reliable Technical Support in a way that is easy for our customers to work well with us. This position is not eligible for Visa sponsorship.

How you will do it!

• VRF & Ductless troubleshooting

• Provide prompt responses to calls coming into technical support

• Provide professional responses to emails as they come in

• Keep track of new product documentation to support customers

• Assist reps, distributors, and contractors with solving technical issues

• Log calls and incidents into the salesforce module to track information by customer

• Upon request, provide information such as manuals, wiring diagrams, clearances, piping recommendations based on piping rules, or any other information as published by JCH

• Assist with RTSM onsite request for site visits

• Follow up with customers to ensure the job site is complete after recommendations have been given

• Help customers commission job sites and controls

• Help explain control-based questions and commissioning of those controls

• Knowledge of the following:

  • Interpreting wiring diagrams

  • Interpreting refrigerant flow charts

  • Logging customer and jobsite info in salesforce

  • Reading and analyzing service checker data

What we look for:

Required

• University or Technical degree

• 3 - 6 years technical support experience

• Data entry experience

• EPA Universal Certified

• Strong written and oral communications

• Critical thinking and problem solving

• Proficiency in handling multi-task projects

• Ability to travel to Dallas, TX as needed for training(s)

Preferred

• 6 years experience as a field technician