Technical Support Technician I

Summary:

Under the direction of the Tech Support and Services Manager, must be involved in continuous training to become technically abreast of all the company’s product lines.  Able to offer technical assistance, via a telephone or e-mail from the corporate office in Frederick, Maryland. Must minimize back charges against the company while maintaining a good relationship with the customer. When needed, must be able to test equipment. Applicant may also be required to perform site visits to perform troubleshooting and repair of HVAC equipment. Applicant must promote a congenial and professional atmosphere when dealing with sales representatives, other team members, customers, and vendors. 

Essential Duties and Responsibilities:

• Provide technical support for the product line assigned


• Research jobs for component information and proper application in the field.


• Identify problems in-house and give recommendations to Quality Assurance to ensure proper product use and application


• Be able to start up equipment locally and abroad


• Provide factory training or assistance on product lines assigned both locally and abroad


• Minimize costs to the company from service and warranty transactions


• Document all transactions in regard to service and warranty in the established databases and/or forms


• Interface between customers in the field on post-delivered equipment issues and internal departments within the company


• Testing of return warranty parts for credit and determination of return parts from the field


• Provide follow-up documentation to customers from site visits for start-up, warranty, and performance evaluations


• Assist Sales, Engineering, and Quality Assurance to ensure high standards of customer satisfaction


• Other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education/Experience:

• High School Graduate or General Education Degree (GED) and 1-2 years trade school education in HVAC/R and related areas


• 5 years related experience in the HVAC/R industry


• Or equivalent combination of education and experience


• Must be able to train for or possess a journeyman’s license in HVAC

Certificates, Licenses, Registrations:

• Minimum of Type II EPA certification for the handling and reclamation of refrigerants


• Valid driver’s license with a good driving record

Language Skills:

• Ability to read and understand English instructions

• Good oral and written communication skills.  Must be able to technically communicate (verbal or written) to multiple levels of HVAC/R and electrical expertise


• Must be able to read electrical schematics


• Must be able to read and understand customer specifications for equipment


• Must be able to read and understand sales order documentation and sales transmittals


• Must be able to read equipment drawings and blueprints


• Must be able to understand the reading of electrical meters and HVAC-specific tools/equipment

Mathematical Skills:

• Must be able to perform basic mathematical skills; addition, subtraction, multiplication, division, and basic algebra

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee is frequently required to walk and climb or balance.  The employee must be able to climb ladders and work at heights. The employee must be able to life and/or move up to 50 pounds. Specific vision ability required by this job includes close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Must be able to travel by air to various job sites.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly exposed to an office environment with occasional exposure to a manufacturing and warehouse environment.