Field Support Engineer

Norman S. Wright is currently seeking a Field Support Engineer to join our dynamic team, offering a unique opportunity to leverage your technical expertise in a role that blends on-site and remote support with customer engagement and innovation. This position is perfect for a professional who excels in problem-solving, customer service, and has a passion for technology.

Norman S. Wright has been in business for more than 115+ years providing customers with exceptional systems knowledge to meet all project requirements. Representing HVAC manufacturers worldwide, Norman S. Wright’s product lines support the latest energy, sustainability and comfort standards. This position will provide critical support to the Technical Support/Service Team.

Your Role & Responsibilities

• Technical Excellence in Field Support: You will provide unparalleled on-site technical support, diagnosing and resolving issues with precision and care. Your role is crucial in ensuring our customers' satisfaction and the optimal performance of our products.
• Expertise in Installation and Commissioning: Your technical acumen will guide the successful installation and commissioning of our products. Through rigorous testing and validation, you will ensure quality and reliability, setting the standard for excellence.
• Leadership in Training and Development: With your expertise, you will lead training sessions for customers and internal teams, sharing valuable knowledge on product usage, maintenance, and troubleshooting, thereby elevating our collective skill set.
• Meticulous Documentation: Your ability to document technical procedures, issues, and resolutions will contribute significantly to our knowledge base, supporting continuous improvement and product development.
• Remote Support Capabilities: Through phone, email, or other communication channels, you will provide expert assistance, ensuring timely and effective resolution of customer issues, for all project locations.
• Customer Relationship Management: As part of the NSW team, you will build and maintain strong relationships with customers, understanding their needs and ensuring their satisfaction with our services and products.
• Commitment to Continuous Improvement: Staying abreast of industry trends, product updates, and emerging technologies, you will be a key player in providing feedback for innovation and suggesting product enhancements.

What we are looking for:

• Self-starter able to prioritize workload
• Proven experience and proficiency in technical support, particularly within mechanical equipment or HVAC sectors.
• Exceptional problem-solving skills and the ability to work independently with minimal supervision.
• Strong interpersonal and communication skills, capable of effectively collaborating with teams and engaging with clients.
• A commitment to excellence in customer service and satisfaction.
• Ability to apply intermediate product subject matter knowledge to solve a variety of product, technical and application issues
• Must have strong experience with onsite customer support in mechanical equipment products and product lines
• Willingness and ability to travel as required, providing on-site support that exceeds expectations.
• A Bachelor's degree or equivalent experience in a related field, complemented by 2-4 years of relevant technical experience.
• Comfortable with technology and be able demonstrate proficiency with MS Office package, including Excel, Word, and PowerPoint, as well as Outlook and Google Chrome. Microsoft Visio or CAD experience preferred

Physical Requirements:

• Frequently required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear
• Must be able to sit and/or drive for long periods of time when traveling
• Sometime maybe exposed to wet or humid conditions (non-weather); outdoor weather conditions; extreme cold (non-weather) and extreme heat (non-weather)
• The noise level in the work environment is occasionally very loud (PPE required)
• Must be proficient on ladders, including as extension, platform, and permanent mounted caged and un-caged, wall mounted, step ladders, etc.

Qualifications And Education Requirements:

• Experience with mechanical devices, tools and test equipment, telecommunications systems, and working knowledge of computers and computer networking.
• Willing to travel overnight.
• Valid driving license and satisfactory driving record is mandatory and background check is required.
• A Bachelor’s degree or 2-4 years related experience