Technical Support Specialist

Job Responsibilities

Essential Functions, Key Tasks, & Responsibilities: (include the following, other duties may be assigned)
o    Speak fluent English 
o    Maintain a clean, safe and orderly workplace.
o    Maintain certifications required for the role.
o    Customer Support via email, phone, TeamViewer and text – Answer technical related phone calls and emails that assist OEMs in diagnosis and repair of the Turbocor compressor. Use TeamViewer for eyewitness accounts of field reported issues. Use of fault logs, event logs and compressor recordings for diagnosis of compressor/system issues. Identify spare part compatibility as requested by customer. Tracking of issues as required for visibility to the Quality and Reliability departments along with other stake holders. 

o    Customer support via OEM factory or site visit – Provide customer support directly to the OEM either at their facility or at an end users site accompanied by an OEM representative. This is usually at the request of the OEM or the Key Account Manager and may encompass “unusual” or “site specific” issues. It may also be due to an engineering request, a product quality issue, etc. This may at times require travel within the continental US and to other countries as the need arises. 

o    Warranty Administration - Review OEM submitted Incident Report (IR) along with supporting data for determination of product warranty status and RMA/IWNR acceptance. 

o    Compressor Investigation Analysis (IA) - Review the OEM incident report along with the internal investigation report, component test data, photos, software download comparisons, fault & event logs, etc. to determine first “Why” of compressor failure. Analysis is then put into report form and submitted to the OEM. 

o    Training - Conduct monthly OEM and Contractor training courses both at our facility and offsite locations as needed to educate attendees on technical aspects of our product. 

o    Technical Documentation – Creation of new technical documentation as required and directed. Review and edit of current technical documentation. This may include service manuals, spare parts manuals, spare part kit instructions, bulletins and the Mobile App.

o    Internal Technical Support - Provide technical support to our Commercial Sales Department, Production Team, Software Department, RMA Department, Sales and Marketing Department, Projects Teams, Reliability, and Quality Teams as needed. 

o    Use of several different “special” software packages to facilitate our jobs – SalesForce, SAP, Smart Team, TT SMT, 3G/VTT SMT, TeamViewer and CPR.

o    Coordinate acquisition and shipment (thru proper channels) of non-standard parts or test parts to customers.  

o    Maintain department tools and equipment.

Background & Skills

Required Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
o    High School Diploma or GED
o    EPA 608 Universal Refrigerant Certification 
o    8-10 years of commercial HVAC experience in servicing, commissioning and maintaining chiller sets in central plant air conditioning systems
o    Strong understanding and knowledge of vapor compression cycle and principles and the use of centrifugal compressors within chiller systems
o    Fundamental knowledge of Modbus control system and applications using Modbus control
o    Ability to read and work with simple electrical schematic wiring diagrams
o    Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.    
o    Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form
o    Strong skills in MS Office such as Word, PowerPoint and Excel

Preferred Qualifications: (Education, Skills, Experience, and/or Languages that are nice to have but not required):
o    HVAC Certification from an accredited Technical Trade School
o    Ability to speak effectively before a group of people
o    Poses or acquire a valid passport for international travel. 

Other Competencies:
o    Good logical thinking and problem-solving skills
o    Judgement and decision making
o    Self-directed/self-driven
o    Ability to work and excel in a team environment
o    Written and verbal communication