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HVAC Technician
2 months ago
The HVAC Technician is responsible for utilizing their technical expertise to troubleshoot and diagnose technical problems, and providing solutions to ensure that clients can effectively use and maintain their products or services. They should also provide exceptional technical support that meets or exceeds customer expectations, helps maintain the organization's reputation and credibility, and contributes to the business's overall success.
Mission-Critical Success Indicators
HVAC Technicians should continuously develop their technical expertise and stay updated with the latest products and technologies. This is critical to ensure that they can effectively diagnose and resolve technical issues, and provide recommendations for future upgrades or improvements.
HVAC Technicians should also aim to resolve customer technical issues within the agreed upon timeframe. This is critical to ensure that customers can continue to use their products or services without interruptions, and to maintain high levels of customer satisfaction.
Duties/Responsibilities
Provide technical support: Technicians are responsible for providing technical support to clients via phone, email, or chat. They must effectively communicate with clients, listen to their concerns, diagnose technical issues, and provide solutions to resolve those issues.
Troubleshoot technical issues: Technicians must have strong problem-solving skills to effectively troubleshoot technical issues. They must be able to analyze technical problems, identify the root cause, and provide solutions that resolve the issue and prevent it from recurring.
Document customer interactions: Technicians must document customer interactions and technical issue resolution in the company's CRM system. This helps to maintain an accurate record of clients' issues and their resolution, and can provide valuable insights for improving technical support processes and procedures.
Stay up-to-date on industry trends and technologies: Technicians must continuously develop their technical expertise and stay updated with the latest products and technologies. This involves researching industry trends, attending training sessions, and obtaining certifications to stay ahead of the curve.
Adhere to company policies and procedures: Technicians must follow company policies and procedures related to technical support and customer service. This includes following established processes for issue resolution, documenting customer interactions and technical issue resolution, and maintaining a professional demeanor in all customer interactions.
Collaborate with team members: Technicians must work effectively with team members to resolve technical issues and provide exceptional service. They must be able to share knowledge and expertise, work collaboratively to solve problems and contribute to the development of best practices and standard operating procedures.
Escalate issues: Technicians must be able to identify when an issue needs to be escalated to a higher level of support. They must have a strong understanding of the escalation process and be able to effectively communicate the nature and severity of the issue to the appropriate team members.
Provide product knowledge: Technicians must have a deep understanding of the products and services offered by their organization. They must be able to effectively communicate product features and benefits, and provide guidance on how to use products and services to customers.
Monitor and report on technical issues: Technicians must monitor technical issues to identify patterns or trends that may require additional attention. They must be able to provide reports on technical issues, including the nature of the issue, the frequency of occurrence, and the effectiveness of the resolution.
Provide training and support: Technicians may be responsible for providing training and support to customers or internal team members. This may include conducting training sessions, developing training materials, and providing ongoing support to ensure that users can effectively use and maintain products and services.
