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Technical Support Representative

2 months ago

Warwick, United States TEKsystems Full time

Description:

World renown HVAC Manufacturer is now hiring two Technical Support specialist to join their team. These positions are open due to internal growth, and these are long-term opportunities with career progression.

The Technical Support Specialist will be taking inbound calls from Field Technicians to troubleshoot equipment for maintenance, install or other needs. The right person will have experience or education in the HVAC (or similar) field and enjoy talking through issues and solving problems.

There will be an extensive training program, where you will learn the equipment hand’s on in a classroom training by physically working on demo equipment at then US Headquarters. In the classroom setting you will learn about procedures, policies, and how to access all supportive material so you are set up for success.

Excellent benefits are provided, including:

Remote opportunity with some onsite visits 2-3 times per month for training Allow for flex time (can take shorter days during slower months, or work longer days and have one extra off per week) Known in the industry as the top-quality manufacturer of heating equipment Excellent, stellar reputation for their quality and engineered equipment World-wide organization with over 10k employees in 41 countries Sales are up 2 figures for the past 2 years Professional and financial gains Premium health with United Health and dental with Delta Dental First 5 years they have 2 weeks paid vacation and 1 week sick time (120 total hours) After 5 years they will have an extra week of vacation totaling 160 hours (with carryover) Bonus and Growth Structure_- 3% increase on salary per year based off merits - 6% bonus based off performance metrics made with manager (very rare that someone does not hit these numbers - it is more a 'thank you for doing your job' Steady growth opportunity – become a product champion, and progress from there Top of the line, comprehensive, and progressive training, with constant development as a key focus as the company continues to progress with their systems

Individuals with the following qualities will be a great fit:

Customer focused Able to take direction Experience or education working with HVAC, or similar components Able to work independently Problem solver Career focused Tech-savvy

Successful Candidates:

We are looking for someone who has experience in the HVAC or similar industry. This can be someone who has a good mechanical aptitude or has taken courses in HVAC in the past. You must also have good customer service and computer skills, as the industry has become more technologically advanced, and Bluetooth and Wi-Fi connected systems are much more popular.

Training & Onboarding:

To get started, you will work onsite at the US corporate headquarters in RI. After about 3-4 weeks of classroom and hands-on training, you will be working remote. Training is a combination of lecture, working on equipment, and shadowing. You must be someone who is open to steadily learning, as there is a learning curve due to the engineering of this equipment. Training resources and team members will also be readily available as needed.

Top Must Have Skills:

1.Heating equipment/controls/technician (could be in office or in the field or through school) OR some soft of mechanical aptitude

2. Technical Aptitude - ability to learn new systems - they have shifted into using bluetooth and Wi-Fi connected systems

3. Computer skills - will be working in SAP and Microsoft Outlook heavily (which will be trained) you will also need to learn Bluetooth and Wi-Fi enabled devices

4. Customer Service

Additional Skills & Qualifications:

Provide telephone support for commercial and residential boilers, burners, tanks, controls and related products

Coordinate the troubleshooting of heating systems with contractors, engineers, homeowners, representatives and other stakeholders as required

Recommend service parts to field contractors and coordinate with Inside Sales

Assist field technicians, sales representatives and other staff as required

Provide technical support outside regular business hours as required- for clarification: the employee will not be required to carry a mobile phone to be on call, unless in single exceptional circumstances

Report product service issues to the Technical Service Manager on a regular basis or as required

Extraordinary and additional tasks as may be required by the course of business

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.