Technical Support Specialist
4 weeks ago
As a Technical Support Specialist at Hubbell Heaters, you will be responsible for providing post-sale technical support to customers, both in-house and in the field. This role requires strong troubleshooting skills, excellent communication abilities, and a deep understanding of Hubbell products.
Key Responsibilities
- Troubleshoot all aspects of the entire Hubbell product line, including electric, gas, steam, heat pump, and boiler water powered water heaters and heating equipment, components, products, and systems for residential, commercial, industrial, foodservice, and military applications.
- Interact with and provide field support for customers and service technicians to facilitate troubleshooting and repair of equipment.
- Analyze tech support records to recognize major issues and patterns of minor issues that need attention and communicate with various company departments to evaluate and, if necessary, initiate corrective actions.
- Evaluate field installations and recommend design modifications via "Red Line" drawings to "Make Better" documentation eliminating future product malfunctions.
- Use electrical, mechanical, and gas testing equipment to perform operational repairs/tests on company products.
- Evaluate returned products for manufacturing or installation defects and recommend customer credits with supporting documentation.
- Run FAT (Factory Acceptance Test) and SAT (Site Acceptance Tests), recording and writing testing results.
- Create detailed field service reports for all field activities, written in a clear, concise, and professional manner.
- Submit preliminary and comprehensive final reports to customers and related parties within two business days or sooner after completion of fieldwork.
- Take emergency phone calls after hours and perform other duties as necessary.
Requirements
- High school graduate with two years technical school training and/or four to ten years related technical field experience, or equivalent combination of education and experience.
- Licensed in HVAC, Plumbing, or Electrical trade is beneficial.
- Ability to read, analyze, and interpret common scientific and technical journals and written documents.
- Ability to respond to inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Ability to effectively present information to top management, customers, vendors, and/or company employees.
Working Conditions
- May require extensive work hours during peak business planning cycles.
- Requires overnight travel domestically and internationally on occasion.
- A valid passport and suitable identification are necessary.
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