HVAC Service Specialist

2 weeks ago

Madison, Wisconsin, United States Bock Water Heaters Full time
Job Overview

Department: Customer Support FLSA Status: Salary, Exempt

Reports To: Director of Product Support

Working Hours: 8:00 AM to 5:00 PM / Flexibility Available

Position Summary: Serve as a technical advisor to clients through phone communication and collaborate with team members to resolve inquiries and issues related to products and equipment.

Key Responsibilities:

  • Deliver technical assistance regarding product specifications, setup, features, capabilities, burner configurations, and troubleshooting as necessary.
  • Resolve field issues via the technical service hotline.
  • Seek guidance from appropriate sources when unable to provide answers independently.
  • Occasionally provide on-site service to clients as required.
  • Disseminate product setup information to customers, typically via email or fax.
  • Maintain records of customer inquiries.
  • Assist in analyzing warranty returns for burners and components as needed.
  • Monitor and follow up on all warranty heaters returned for inspection.
  • Conduct necessary inspections and complete required documentation with findings.
  • Engage in lab application testing alongside Design Engineers.
  • Set up equipment and perform application testing in the lab as required, including tests on prototypes and production oil and gas burners.
  • Create formal reports on testing outcomes.

Additional Responsibilities:

  • Distribute literature or technical manuals upon request.
  • Guide callers to relevant information in literature or technical manuals.
  • Participate in at least one job-related or safety training annually.
  • Undertake other projects and duties as assigned.

Qualifications:

  • Associate degree (or 2-year technical degree) or equivalent experience required.
  • A minimum of 5 years of experience in the HVAC or water heater industry is required; experience as an HVAC Service Manager is preferred.
  • Proficient in using combustion analyzers and other diagnostic tools.
  • Ability to analyze and resolve mechanical or technical issues related to parts and burners.
  • Experience with the setup and operation of oil and gas burners, boilers, furnaces, and water heaters.
  • Proficient in MS Word, Excel, databases, and internet usage.
  • Demonstrated attention to detail.
  • Ability to communicate effectively with customers, suppliers, sales representatives, management, and colleagues in a patient and cooperative manner.

Supervisory Responsibilities: None currently.

Working Environment:

  • Office and laboratory settings.
  • Occasional travel to customer locations.
  • Occasional work in manufacturing/lab settings when inspecting finished goods or returned defective heaters.
  • Ability to lift up to 50 lbs occasionally.

Skills and Attributes:

  • Ability to convey information clearly and effectively, choosing the appropriate medium for communication.
  • Demonstrate composure and professionalism in stressful situations.
  • Organizational skills to prioritize tasks and manage multiple projects simultaneously.
  • Ability to adapt to changes in routine and follow established practices while respectfully challenging ideas.
  • Strong decision-making skills with the ability to analyze data and provide actionable recommendations.
  • Commitment to maintaining a positive company image and fostering a collaborative work environment.
  • Desire for continuous learning and personal development.
  • Exhibit enthusiasm and a positive attitude.

Core Values:

  • Adaptability – Open to changes in routine.
  • Approachability – Listens attentively and responds appropriately.
  • Collaboration – Actively engages others to achieve common goals.
  • Integrity – Upholds strong ethical standards and confronts unethical situations.
  • Accountability – Takes responsibility for actions and embraces learning opportunities.
  • Respect – Treats all employees with dignity and fairness.

Benefits:

  • Health, Dental, and Vision insurance
  • Short-term and Long-term disability insurance
  • Paid time off, including vacation, personal time, and paid holidays
  • Generous profit-sharing plan
  • Incentive programs including 401K with employer match, ESOP, safety, attendance, and profitability incentives
  • Tuition reimbursement
  • Opportunities for development and growth
  • Casual work environment for all associates
  • And many more

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