Technical Service Specialist

Building the people that build the world.

With platforms in HVAC and Detection and Measurement, SPX Technologies builds innovative solutions that enable a safer, more efficient, sustainable world.  Through our RiSE talent development framework, we Reach, Identify, Strengthen, and Engage our employees to support them in their continued development.  We're a global company of problem solvers, collaborators, and innovators, and our businesses build solutions that impact the world.

This is a position with The Marley Company, a parent company which provides administrative support to the SPX Enterprises HVAC Heating businesses (such as WM Technologies, LLC, Marley Engineered Products, LLC, Patterson-Kelley, LLC)  and includes all Weil-McLain branded products.

How you will make an Impact (Job Summary)

SPX is a diverse team of unique individuals who all make an impact. As the HVAC/Boiler Technical Services Specialist (Non-IT) you will provide pre- and post-technical and applications engineering assistance to a variety of groups, including sales representatives, distributors, agents, contractors, consulting engineers, architects, sales offices and internal departments.

What you can expect in this role (Job Responsibilities)

While each day brings new opportunities at SPX, your core responsibilities will be:

1. 
   
2. HVAC & Boiler Technical Excellence/Customer Support:

• Provide technical support to engineers, sales representatives, distributors, contractors, end-users and internal departments via phone, letter, video conference, chat, e-mail, or in person.
• Diagnose and resolve technical issues promptly, provide troubleshooting assistance for problems involving control systems, combustions, venting, and piping on commercial and residential boilers.
• Advise and assist field sales personnel and their clients on product technical details, application requirements, etc. to obtain solutions of specific application problems.
• Deliver technical training support to internal personnel when required.
• At the discretion of the Technical Services Supervisor, perform special assigments related to systems, policies, procedures, and customer inquiries. 

1. 
   
2. Information/Communication: 

• Provide parts identification assistance to distributors, contractors, internal personnel, agents, etc.
• Provide product support information/direction from existing manuals, bulletins, and guides.
•  Ensure prompt, accurate, and consistent information is communicated to customers as it relates to:
  • Product description and operation
  • Boiler specifications and installation information
  • Wiring, piping, and control diagrams
  • Troubleshooting and field visits when necessary
  • Current and obsolete boiler repair parts identification
  • Obsolete boiler identification

Documentation & Continuous Improvement 

• Maintain detailed documentation of technical issues and solutions, creating a knowledge base for future reference.
• Enter data in Microsoft Dynamics 365 for all troubleshooting issues, site problems, and/or product complaints.
• Identify opportunities for process improvement via updating/streamlining technical support procedures

What we are looking for (Experience, Knowledge, Skills, Abilities, Education)

We each bring something to the table, and we are looking for someone who has:

Required Experience

• Minimum of 2 years of relevant work experience in a technical field
• Strong computer skills and knowledge of Microsoft Office software
• Excellent verbal and written communication skills
• Strong problem-solving skills and the ability to think analytically.

Preferred Experience, Knowledge, Skills, and Abilities

• Professional technical school/training
• AS or BS in relevant discipline
• Knowledge of boilers, related products, controls, wiring, and hydronic systems
• Training or experience using a CRM such as Microsoft Dynamics 365 or
• Experience using call center software such as Zendesk or Xima
• Experience using visual support tools such as TechSee or Sightcall

Education & Certifications

• HS Diploma or equivalent is required
• Technical degree or certificate preferred

Physical Demands

• Repetitive telephone and keyboard use; continuous use of a headset and computer monitor

Travel & Working Environment

• Minimum travel may be required.  Less than 5%

How we live our culture

Our culture is at the center of what we do and, more importantly, who we are.  Our core values set a standard for how we manage ourselves, and our Leadership Model sets the standard for how we engage with each other.  Whether you are an individual contributor or you lead a large team, each of us leads.  

What benefits do we offer?

We know that the well-being of our employees is integral. Our benefits include:

• Generous and flexible paid time off including paid personal time off, caregiver, parental, and volunteer leave
• Competitive health insurance plans and 401(k) match, with benefits starting day one
• Competitive and performance-based compensation packages and bonus plans
• Educational assistance, leadership development programs, and recognition programs  

Our commitment to embrace diversity to build a culture of inclusion

We value different backgrounds, experiences, and voices, and we are committed to challenging ourselves, openly communicating, and striving to improve every day.  We believe in creating an inclusive work environment where everyone has a voice and is encouraged to realize their fullest potential. 

We are an affirmative action and equal opportunity employer committed to making selection decisions without regard to race, color, religion, sex, sexual orientation or identity, national origin, age, disability, veteran status, or any other legally protected basis.