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Customer Assurance Manager-HVAC Technical Support

3 months ago

Austin, United States Robert Madden Industries Full time
Job Details

Job Location
NAUS - AUSTIN, TX

Description

Customer Assurance Manager

HVAC Technical Support
Robert Madden Industries, LTD. About the Company:

Robert Madden Industries, LTD. is a heating and air conditioning wholesale distributor offering Carrier, Bryant, Payne, and Day and Night equipment alongside a generous line of parts and supplies. After 42 years in business, the company has 21 locations across the state of Texas. The company is uniquely situated in the market because it is large enough to serve many locations in Texas while retaining the family-owned feel that started in 1979.

About the Position:

Robert Madden Industries seeks a motivated, energetic, and qualified professional to join the Technical Services Department.

Qualifications

Essential Responsibilities:
  • Deliver post-sales technical support to dealers/contractors and customers to analyze and recommend solutions to and resolve problems concerning HVAC equipment installation and operation.
  • Handle a high call volume of customer calls via our Technical Support Line.
  • Provide onsite systems/equipment assessment and technical support.
  • Provide technical training on products to the dealer/contractor personnel.
  • Prepares and delivers reporting to external customers, internal customers, and manufacturers of problem situations and resolutions proposed.
  • Facilitating resolution of consumer complaints.
  • Minimal overnight travel required in the designated territory and periodically to various locations throughout the continental United States.
Education, Experience, Qualifications, Attributes:
  • Minimum two-year AS/HVACR technical degree plus 5 years of appropriate fieldwork experience in installation, service, and maintenance of residential and commercial HVAC systems or a minimum of 10 years of appropriate fieldwork experience.
  • Solid understanding of the HVAC industry from sales, installation, and service perspective.
  • Should possess advanced skills and extensive troubleshooting of HVAC/HVACR installation and maintenance problems.
  • Strong analytical/problem-solving skills.
  • Exceptional communication skills.
  • Ability to present technical training to medium/large audiences in a classroom environment.
  • Ability to manage multiple priorities.
  • Proficient in conflict resolution.
  • Must be able to climb ladders physically, access roofs, and enter and maneuver in tight spaces such as crawl spaces and attics. Work in extreme hot and cold climates for up to 4 hours.
  • Professional Personality.
  • Enjoy working in a fast-paced, team-oriented environment.
Computer Skills:
  • Aptitude to learn and understand the operation of product-specific software and apps.
  • Proficient with Microsoft Office applications. Specifically, Outlook, Word, Excel, and PowerPoint.
Supervisory Responsibilities:
  • This position has no supervisory responsibilities.