Research and identify solutions to various problems related to energy-saving solutions including but not limited to HVAC systems, refrigeration systems, metering, etc.
Track customer issues through to resolution, within agreed time limits
Communicate with clients and 3rd party vendors through a series of actions, either via phone, email, or chat application
Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Prioritize and manage several open issues at one time
Follow up with clients to ensure their equipment is fully functional after troubleshooting
Prepare accurate and timely reports
Document technical knowledge in the form of notes and manuals
Deliver training to vendors on systems, processes, and technologies

Industry-specific certification in HVAC, Refrigeration or Electrical preferred
Hands on field experience with HVAC, refrigeration, and electrical systems
Strong troubleshooting and organizational skills
Creative problem solver with the ability to multi-task and provide excellent customer service
5+ years of relevant experience in a customer focused position involving technical knowledge of a company's products and services.
Professional written and interpersonal skills are essential when communicating with customers and clients
Ability to prioritize and manage several milestones and projects efficiently
Extensive experience working with different operating systems including Windows.
Time-management skills and the ability to establish reasonable and attainable deadlines for resolution
Flexible hours required as field crews’ schedules will vary and include some weekend and late-night work.
15% travel may be required

Full benefits package including medical, dental, visual, 401K, life insurance, and disability insurance
Career advancement opportunities in a fast-growing, supportive company environment
Competitive pay

Technical Support Associate – HVAC/R

About this role